Payments automation is not the first thing that comes to mind when thinking about customer care. In fact, automation seems like the opposite of approachable and empathetic customer-service staff. We want more people on the other side of the line – not more automation.

There’s no shortage of predictions about Cloud adoption and for many organisations it is just a matter of time rather than a question still to be answered. These organisations are already under direction from senior executives to prepare for a move – if they haven’t migrated already.

However, others are still researching, and need to clearly understand and demonstrate the benefits so that a final decision can be made.

Moving your contact centre to the Cloud is a logical step for many organisations, but decision-makers are still facing negativity about this option. While some of the advantages are now well-proven and accepted, other circulating information is unfounded or contradictory and has led to misconceptions and uncertainty. This eBook from Enghouse can help you separate the facts from fiction.

Technological disruption and the global nature of the business world is changing the way we work. One key trend that today’s Customer Service leaders are embracing is the idea of responsive workplaces, and in the process, setting themselves up to thrive rather than simply survive.

A recent report on the digital workplace from consulting firm Deloitte says that the key to success in the modern workplace “lies in the effective implementation of a digital workplace strategy capable of driving true cultural change”.

This eBook makes the case for introducing agency and agility to your workplace, and suggests how you can implement a digital workplace strategy and culture that is embraced by management, staff and customers alike.

In the wake of the pandemic, organisations have been re-thinking their customer strategies to deliver exceptional customer experience (CX) while coping with the day-to-day operational issues. Contact centres in Asia Pacific were also impacted by the disruption in offshore delivery, resulting in a rise of onshore outsourcing.

Despite these challenges, organisations have demonstrated great resilience by experimenting with various models of customer engagement.

This Webex by Cisco-commissioned whitepaper presents the key trends impacting contact centres in Asia Pacific and the implications for CX decision makers as they plan their organisations’ customer strategy for 2021 and beyond.

Speed Your Digital Transformation by Developing on an Open Customer Experience Platform

83% of consumers worldwide love to browse and buy products during messaging conversations and 60% prefer reordering via instant messaging apps.

Is your conversational commerce strategy on par with the growing expectations of customers?

The term “Conversational Commerce” has been in circulation since 2016, but few companies have made it a reality in the interim. Customers feel that chatbots and conversational AI separate them from human interactions with a brand. However, this trend is fast changing due to the advancements in customer experience management platforms (CXM).

This whitepaper is drawn from the experience of VMLY&R Commerce and Sprinklr’s work partnering together with shared clients. It explores the background, challenges, and some solutions for brands seeking to make intuitive conversational commerce a reality for their customers.

• Learn how conversational commerce fits into your existing growth strategies
• How to create clear journey goals for serving existing demand or acquiring new customers
• Find out ways to blend AI and live agents to deliver a seamless integration of customer experience and commerce

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr’s unified customer experience management (Unified-CXM) platform equips businesses to drive up to 185% more revenue with omnichannel commerce through extensive support for social channels and conversational AI.

With widespread change and increased pressures comes new opportunities to rethink, reassess, and reinvent. The savvy businesses that are embracing change and adapting their customer support tools, technology, processes, and recruitment are thriving. They will continue to do so for the year ahead and beyond.

In this report, we examine the top five trends disrupting the customer support industry and provide tips on how to provide world-class support to both customers and your team in the new support landscape, where so many rules have been rewritten.

Check it out today!