The Future of Contact Centres: What did we learn from CC Expo this year?
Following our recent visit to CC Expo this year, we thought it would be useful to look at five key trends that will shape the future of contact centres into 2025. The rise of Artificial Intelligence (AI) dominated the event this year, headlining on stands and stump speeches throughout the two-day event. But, what does […]
How to Manage Trustpilot Reviews with DigiDesk
Effectively managing Trustpilot reviews is critical for building trust and maintaining a strong brand reputation. With DigiDesk, businesses can simplify this process using real-time monitoring, advanced automation and multilingual support to respond efficiently to both positive and negative reviews. Research shows that a strong Trustpilot score directly impacts customer behaviour—71% of consumers are more likely […]
Work Smarter with DigiDesk Bots
DigiDesk Bots are powered by artificial intelligence to automatically respond to customer queries, deliver more responsive customer service and work alongside your agents to provide the best possible customer experience. 24/7 Self Service Your DigiDesk Bot can be available 24/7 to handle customer support requests. You can reduce, or even eliminate, the time your customers […]
The Importance of Measuring CSAT, NPS, and CES Using the DigiDesk Platform
In today’s competitive customer service landscape, providing excellent customer experience is essential for any business, especially within UK contact centres. The ability to effectively measure customer satisfaction and make data-driven improvements has never been more critical. This is where metrics like Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES) come into […]
Why UK Businesses Should Embrace WhatsApp for Business
Why UK Businesses Should Embrace WhatsApp for Business as a Contact Channel In today’s digital-first economy, customers expect fast, personalized, and convenient communication from businesses. For UK companies, offering WhatsApp for Business as a contact channel is a powerful way to meet these expectations. With over 2.7 billion active users worldwide and high penetration rates […]
Take a look at DigiDesk Speech Analytics
DigiDesk now uses Generative AI (Artificial Intelligence) to automatically transcribe voice calls and provide audio summaries after each call ends. These call summaries are automatically added to the Notes section in the agent’s desktop, reducing agent handle time and providing a useful history of previous voice interactions with the customer. Another huge benefit to this […]
Introducing AI-Powered DigiDesk Bots
DigiDesk Bots are AI-powered solutions designed to automatically respond to customer inquiries, ensuring round-the-clock service (24/7) while working alongside your support agents to deliver an exceptional customer experience. Leveraging advanced generative AI and Natural Language Processing (NLP), our bots interpret a wide variety of customer queries and provide conversational responses based on a well-defined knowledge […]
Creating Consistency Across Multiple Contact Channels
The key to DigiDesk’s success has been consistency; no matter which channel a customer chooses to use to contact your business, the platform offers a consistent set of MI (Management Information) and a consistent agent experience. Whether it’s a voice call or a digital contact, the Analysis and Supervisor Dashboard sections of DigiDesk provide the […]
WhatsApp 24-hour Rule: What is it? And how to manage it effectively…
WhatsApp provides a fantastic opportunity for businesses to provide customer service at scale to over 2 billion users. But, it also provides a unique challenge to customer service teams – how to manage the WhatsApp 24-hour Rule. What is the WhatsApp 24-hour Rule? Essentially, whenever a customer messages your business via WhatsApp, a 24-hour session […]
Managing Customer Conversations at Scale via WhatsApp Business
Customer Engagement is Evolving People around the world use messaging apps to talk to friends and family every day. They want that same experience when they need to connect with a business. WhatsApp Business enables businesses to engage with customers in a way that’s personal, convenient and hugely popular. Two billion monthly users are on […]
