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Increase contact centre capacity by 463% with AI
Increase contact centre capacity by 463% with AI
Electricity and gas provider implemented AI-powered IVR systems and a flexible staffing model to meet increased caller surge demands.
Continue readingLatest Posts
Discover the latest insights, information and trends in blogs created by customer experience experts.
Cloud contact centres – what they are and why they work
27 Jun 2024
Learn how the cloud is revolutionising the contact centre environment and making life better for customers, agents and businesses.
How to design outstanding customer experience - from a CX expert
27 May 2024
Learn how a major retailer teamed with Probe CX to transform their contact centre experience.
The future of AI driven conversations
04 Apr 2024
How will conversational AI will reshape service delivery from every angle?
How to improve contact centre agent performance
03 Apr 2024
Learn practical tips to improve contact centre agent performance in the modern-day contact centre.
Tips for humanising CX while prioritising automation
21 Feb 2024
Discover how automation can change customer experience for the better.
What contact centres in 2028 could look like with Generative AI
13 Feb 2024
Discover a world where technology is helping change the customer experience conversation for contact centre managers, agents and callers.
A survival guide for digital transformation
01 Aug 2024
Discover the key questions to answer before tackling the daunting task of digital transformation.
The definitive guide to digital transformation statistics
01 Aug 2024
Discover the statistics that reinforce the importance of digital transformation.
Part 3 Generative AI special report: the future of work
01 Aug 2024
Discover how the technology everyone is talking about will impact the future workplace.
How to get started with intelligent automation
14 Dec 2023
RPA can create growth opportunities and reduce operational costs but it is not a 'one size fits all' concept. Learn more in this blog here.
Part 2 Generative AI special report: plan for long-term
01 Aug 2024
Discover why executives need to remember the bigger picture in their rush to embrace generative AI technology.
Part 1 Generative AI special report: evaluating the risk vs rewards
01 Aug 2024
Generative AI may be the talk of the tech world but it needs to come with a warning sign.
The power of repeat customers in an uncertain world
01 Aug 2024
Discover why more businesses are focusing on the customers they already know.
An insider’s guide to workplace diversity and inclusion
01 Aug 2024
Meet the diversity and inclusion challenge by tapping into 25-plus years of experience.
Pros and cons of generative AI in customer experience
01 Aug 2024
Discover how generative AI is changing the customer experience landscape … for better or worse.
6 key digital transformation trends
01 Feb 2024
Learn how these six trends can help your business drive growth and innovation in a rapidly changing digital landscape.
8 RPA trends to watch
10 May 2024
From hyperautomation to low-code platforms and increased focus on security, learn about the latest developments shaping the world of automation.
Why you should invest in both customer engagement and retention
01 Aug 2024
Discover why engaging with customers means little without the support of a quality retention strategy.
4 challenges for building customer connection in the CX world
01 Aug 2024
Delivering positive customer experience is the key to modern business success but what should you do when obstacles get in the way?
Five workforce trends to watch in 2023
01 Aug 2024
Discover the ultimate guide for executives keen to stay on top of the social movements impacting today’s workplaces.
How to develop CX strategies in an uncertain world
10 May 2024
Discover four key strategies to bolster customer experience at a time when many business leaders are fearing the economic future.
RPA in finance and accounting - a digital transformation
19 Aug 2024
The finance and accounting sector is burdened by repetitive and time-consuming tasks, which is why robotic process automation is ideal...
What are PDD and SDD In RPA?
22 Mar 2024
Do you know what PDDs and SDDs are in RPA? Here’s the difference between the two, as well as how they develop an automated process.
Customer experience (CX) tech: a banking and finance gamechanger
08 Mar 2024
Discover the importance of CX and what digital tools are changing the status quo in the banking and finance industry.
Why outsourcing should be part of any crisis management strategy
01 Aug 2024
Learn why more companies are turning to outsourcing to help navigate difficult times.
Compliance and corporate governance
10 May 2024
High-profile breaches have put the spotlight on the importance of data security, especially when it comes to partnering with outsourcing providers.
Asynchronous messaging - what it is, how it works and why it’s here to stay
01 Aug 2024
Modern consumers want the ability to communicate with brands on their own terms and asynchronous messaging is allowing them to do just that.
Cyber security predictions for 2023
01 Aug 2024
Discover this year’s top cyber security predictions and how investing in digital safety enhances customer experience.
6 important CX metrics and KPIs (and how to measure them)
10 May 2024
The must-know CX metrics to help you ‘be where your customers are’ and guide the next phase of your CX strategy.
What is closed-loop customer experience management?
30 Nov 2023
It is one thing to receive feedback. It is another to use it to inspire positive change. Discover the power of closing the loop.
Top 5 ways to improve retail CX
08 Mar 2024
The top five ways to optimise your CX processes to ensure your customers have positive experiences with your brand
Customer-centric trends shaping 2023
30 Nov 2023
Customer-centric companies are successful companies, which is why so many will be tapping into this year’s top tips for nurturing happier consumers.
How to rise above economic uncertainty and succeed
10 May 2024
With 2023 shaping as a challenging year for business leaders, discover the strategies that will help them navigate uncertain economic times.
4 ways to manage overflow
19 Aug 2024
Top overflow solutions to help improve your overall customer experience in times of peak demand.
Probe CX navigated the COVID-19 work-from-home debate.
23 Feb 2024
Following the Contact Centre Week interview, Probe CX's CEO Andrew Hume discusses the work-from-home mobilisation of its global organisation and what it means for the future of work.
How to tackle business challenges in 2023
10 May 2024
Business uncertainty has become the norm in recent years but there are steps organisations can take to improve their chances of success.
What is a debt management and collections system?
08 Mar 2024
Creditors need to prepare for a rocky road ahead and that starts with gaining a better understanding of the vital role debt collection agencies play in mitigating losses.
The battle to overcome recruitment challenges
30 Nov 2023
Discover how savvy recruiters are tackling the skills shortage putting strain on many industries.
Outsourcing, Offshoring and Onshoring. What’s the difference?
14 May 2024
Tough economic times are a great time to consider outsourcing - but which destination would work best for your business?
Types of intelligent agent
22 Mar 2024
Learn about the different types of AI agents, each with it's own specialised purpose, and how they can help to grow your business.
10 ways chatbots can improve customer service with AI
30 Nov 2023
With the chatbot revolution gathering momentum, this handy guide will show you how the technology can improve the service experience for your customers.
Turn after hours into business hours with dynamic AI agents
16 Aug 2024
Learn how dynamic AI agents can provide round-the-clock support for your contact centre.
The costs of outsourcing
10 May 2024
Discover how much it costs to outsource and what your business can expect.
The importance of digital transformation in banking contact centres
08 Mar 2024
With interest rates on the rise, the banking sector bracing for a wave of financial hardship claims, digital transformation has never been more important.
Top 4 customer experience trends for contact centres
10 May 2024
2023 contact centre goals for organisations and the relevant CX trends that will make them a reality.
Change your CX operating structure this year
30 Nov 2023
Improving customer experience doesn’t happen by chance, hence why many firms are looking to reinvent the way they do CX.
How to automate repetitive manual activities
08 Mar 2024
Discover how repetitive manual activities impact the productivity of an organisation and how automation can improve these efficiencies.
What is predictive call routing?
10 May 2024
Want to improve CX KPIs within your contact centre? Investing in predictive routing automation could help.
Collections: managing financial hardship and rising interest rates
30 Aug 2024
Discover how to manage financial hardships to ensure you recover your debt in a more mindful way.
The CX workforce: the future of labour
19 Aug 2024
Businesses need to invest not only in CX tech but also the workforce that drives the implementation and processes behind establishing good CX principles.
How much companies can save by outsourcing
10 May 2024
Outsourcing is a great way to save money but it is not a case of one size fits all. Learn the savings on offer and hidden costs to watch out for.
Is the human aspect in contact centres still relevant?
10 May 2024
Despite rumours to the contrary, the phone call remains a pivotal part of any contact centre, not to mention the live agents who facilitate them.
How hybrid contact centres are driving agents to success
10 May 2024
The pandemic forced contact centres to embrace the hybrid workplace - there is a lot to like about a staffing model that blends office with remote work.
Top CX contact centre challenges
10 May 2024
Discover the top CX challenges contact centres face and the solutions available to combat them.
How blockchain is set to change the CX landscape
19 Aug 2024
Blockchain has already revolutionised the financial sector. Now it is time to discover how it can improve the customer experience journey.
Contact centres: attracting and retaining the right talent
10 May 2024
The strategies contact centre recruitment channels can use to attract and retain quality talent and how to correctly compensate these employees.
Improve eCommerce CX with chatbots
08 Mar 2024
Learn how to sustain a competitive advantage in your eCommerce business with AI-powered chatbots that improve your customer experience metrics.
3 ways to drive employee engagement in hybrid workplaces
30 Nov 2023
Discover what a hybrid working model is, how to make it work for your organisation and the three ways to sustain company culture in this blog.
Candidate ghosting: an avoidable haunt
10 May 2024
Learn about candidate ghosting, provide some examples and explain ways it can be prevented in an organisation.
Cost cutting in FY22/23
08 Mar 2024
As the world braces for an economic downturn, it is essential that businesses know the difference between sweeping cuts and strategic cost-cutting.
What is Industry 4.0?
08 Mar 2024
Learn all there is to know about the fourth industrial revolution and how your organisation can capitalise on and survive it.
The Great Reshuffle explained
30 Nov 2023
Learn all there is to know about ‘The Great Reshuffle’ and how your organisation can survive it.
Where is the market moving?
30 Nov 2023
More than two years since COVID-19 forced many businesses to rethink their strategies for outsourcing customer service, it is time to consider what happens next for the workplace resourcing market.
Six reasons to embrace digital transformation in healthcare
10 May 2024
The digital transformation of healthcare started before COVID-19, the impact of the pandemic means adopting new technologies is more important than ever
What are the advantages of outsourcing?
10 May 2024
An in-depth guide on what outsourcing actually is and the advantages hiring an offshore team can have for your business.
Build CX momentum in your business
19 Aug 2024
Discover what customer experience is, why it is important and the tips to create an effective strategy that generates positive CX momentum in your business
Why outsource to the Philippines?
10 May 2024
Interested in outsourcing to the Philippines? Check out Probe CX’s top reasons why in this blog here.
Five reasons to embrace low-code automation
19 Aug 2024
A simpler approach to software development is allowing the masses to develop and deploy applications faster and without need for traditional coding.
How chatbots reduce abandoned cart rates
10 May 2024
Abandoned carts represent a missed opportunity for eCommerce retailers but fortunately, help is at hand in the form of chatbots that are converting walk-outs into sales.
Boost your candidate experience in 7 simple steps
23 Feb 2024
What is the value of a positive candidate experience? Find out how you can boost yours in 7 simple steps.
The impact of The Great Re-Evaluation
10 May 2024
Everything you need to do about The Great Re-Evaluation and what impact it is having on organisations around the world.
Surviving the Great Resignation
30 Nov 2023
Discover how ‘The Great Resignation’ is taking the workforce by storm and the ways your organisation can survive it in this blog here.
Speech recognition technology in healthcare
10 May 2024
The healthcare sector is rushing to embrace speech recognition technology and with good reason. Discover what it is, how it is used and why it works.
What is hyperautomation?
30 Nov 2023
The hyperautomation revolution has begun but it’s certainly not too late to learn what it is, why it works and what tools to embrace.
8 steps to a successful digital transformation roadmap
16 Aug 2024
Digital transformation is not a destination, it is a journey - there is no better way for a business to ensure success than arming itself with a roadmap...
What is customer experience management?
30 Nov 2023
Knowing how customers feel about a business is crucial, which is why smart organisations are committing more resources to develop quality CEM strategies.
How customer experience is driving digital transformation
30 Nov 2023
Delivering improved CX is at the heart of the digital transformation sweeping the business world and it all starts with an all-encompassing strategy...
7 ways to use technology to improve customer experience
10 May 2024
Technology is increasingly playing a role in the CX. Discover how companies use digital tools to inspire customers, increase loyalty and drive growth.
How to build an RPA implementation strategy
19 Aug 2024
A shortcut to failure is failing to invest in an RPA implementation strategy; automation is a game-changer for modern businesses, explore our how-to guide.
Conversational AI vs chatbots: what is the difference?
08 Mar 2024
Struggling to get your head around chatbots, Conversational AI and what sets them apart? This guide has the knowledge you need to make the right decision.
What is conversational AI?
30 Nov 2023
Conversational AI is improving customer experience for consumers and businesses alike - but how does it actually work?
RPA for supply chain management
19 Aug 2024
With global supply chains under unprecedented pressure, robotic process automation is helping managers boost efficiencies and slash costs without needing to invest in major infrastructure or recruit more staff.
Robotic process automation in HR operations
19 Aug 2024
Human resource and recruitment teams may have been late to the automation party, but they are sure making up for lost time in embracing the power of RPA.
25+ amazing chatbot statistics
26 Jan 2024
Need proof of the power of chatbots? This in-depth list of statistics will reinforce why it has never been more important to invest in this technology.
How to design chatbot workflows
19 Aug 2024
Chatbots are changing the way companies handle tasks such as customer service but how do you ensure you are developing quality workflows to guide the conversation?
Automate invoice and receipt processing with AI
24 Aug 2023
With innovative accounting and finance leaders desperate to keep their competitive edge, automated invoice and receipt processing is the tech solution they have been waiting for.
What is intelligent agent in AI?
10 May 2024
Intelligent agents are one example of how AI is changing the way businesses work. Learn about intelligent agents and what they can do for your business.
An introduction to chatbot AI
30 Nov 2023
Chatbots have been around for decades but the introduction of AI means companies yet to embrace the technology risk being left behind.
8 principles of customer experience
16 Aug 2024
Building and implementing a CX strategy takes time. Embracing the following principles is a key step towards enhancing CX within your organisation...
What is hyper-personalisation?
30 Nov 2023
Businesses are embracing a concept that is supercharging the art of customer service – hyper personalisation…
How to create a quality business case for RPA
30 Nov 2023
We explain how you can create a quality business case and convince your leadership team that it's time to invest in RPA technology. Read more.
Five examples of RPA in contact centres
10 May 2024
We take a look at five examples of how Robotic Process Automation (RPA) is being used to automate contact centre tasks. Find out more.
The ultimate guide to RPA lifecycle deployment
10 May 2024
There are multiple steps involved in deploying RPA. Read our overview of each step and how to prepare your business for this powerful new technology here.
RPA vs cognitive automation
19 Aug 2024
Discover the differences between cognitive automation and robotic process automation, to help you choose which is right for your business.
How to prioritise processes to automate
30 Nov 2023
Find out how you can prioritise your process automation projects in order to deliver value, reduce operational costs and improve productivity.
Best customer experience metrics and KPIs
16 Aug 2024
Delivering a positive customer experience is a key goal for all businesses, and today, it has become an industry of its own. Find out more in this blog.
Transactional vs relationship NPS
30 Nov 2023
Quantifying the customer experience is critical to CX. This is where NPS comes in to help predict customer behaviour. Read more in this blog.
What is an intelligent virtual agent?
05 Jun 2024
IVAs are powered by cognitive process automation and nature language understanding. Learn more about intelligent virtual assistants in this blog here.
The ultimate list of customer service statistics
16 Aug 2024
Read our list of customer service (CX) statistics currently dominating across different industries.
The growing need for partnerships
30 Nov 2023
Partnerships are crucial to customer experince, and to deliver what buyers want or need to take their businesses to the next level.
Automation - trying to get it right
24 Aug 2023
The ultimate guide to automation and how it’s evolved in the BPO industry. Download and read your copy here.
Purchasing experience in the post-COVID world
16 Aug 2024
Read how the COVID-19 global pandemic turned the entire process of purchasing experience upside-down and in the process forced an evolution of PX.
The non-happy path of customer service: what is it?
30 Nov 2023
Stay up to date with systems and services to keep your customers on the happy path. Utilising the right customer assistance methods could be the answer.
The ultimate list of digital transformation statistics
16 Aug 2024
The ultimate list of Digital transformation statistics for businesses operating in a post-Covid market.
The benefits of field services amongst a pandemic
30 Nov 2023
Field services has evolved to provide vital support to banks, telcos and energy providers when tackling non-paying customers. Discover how in this blog.
Fostering sustainable outsourcing demand in COVID-19
10 May 2024
This blog provides insight into any COVID-inspired changes to businesses in the CXM market which were likely to sustain long-term once the crisis ends.
Ease of payment and the role of technology
16 Aug 2024
This blog explores the digital revolution and how technology played the role in streamlining payment processes amid the COVID-19 pandemic
Mitigating collections risk with data and behavioural insights
16 Aug 2024
By utilising a range of predictive analytics, businesses are able to devise treatments that will ensure the best course of action for their customers.
Telcos, customer care and adapting to a COVID environment
16 Aug 2024
This blog explores the challenges faced by Australian telcos during COVID-19 and strategies they are implementing to meet those challenges head-on.
Digital innovation and the power of analytics
21 Aug 2024
Digital innovation is critical for businesses to succeed in the 21st century. The key is making it easy and secure for customers to access information.
Managing collections in a COVID environment
08 Mar 2024
This blog explores opportunities for businesses to provide customers with the best in customer experience to meet the challenges brought on by COVID-19.
Creating an optimal customer experience in the retail sector
01 Dec 2023
Learn how the retail sector can leverage optimal customer experience in getting through impacts of the COVID-19 global pandemic.
The unfortunate use case for RPA
24 Aug 2023
A good mantra for business processes is standardise -> optimise -> automate -> eliminate.
Growing your business with CX
01 Dec 2023
How can we make sure that your customer experience (CX) is hitting the mark? This blog takes a deep dive into the importance of CX.
The future of CX
03 Nov 2023
Companies are pushing for new and innovative technologies that pave the way for better customer experience and business success.
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