In recent years, front-line support has slowly been replaced or supplemented by chatbots. A user logs in to ask more about a product, or raise a support request, and they...
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Taking the opportunity of today’s challenges to deliver a better service to your customers and make your agents happier. So everything’s gone wrong. What we thought impossible a few months...
I started 2020, like many, with a list of goals that I wanted to achieve this year. Fast-forward to April and, naturally, my focus has shifted almost entirely to managing...
Many people believe that improving customer experience (CX) is complicated, confusing, expensive and requires a lot of effort. At Clarasys, we do not believe this is the case. A great...
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For many, prior to the COVID-19 outbreak, working from home was a “treat”. A rarity that you looked forward to, a chance to really “get your head down” and focus...
Our earlier blog illustrated the initial ways in which the agile methodology, that we practice and preach at Clarasys, is currently being used to combat the effects of COVID-19. Starting...
“I’m transferring you to my colleague in a different department, as I’m unable to help you”; 25 minutes later, you’ve repeated yourself to six different advisors and still have no...
From the Latin ‘collaborare’, meaning to ‘work together’, ‘togetheredness’, arguably, forms the quintessence of collaboration. On the contrary, isolation, with its definition synonymous to ‘separation’ and ‘segregation’, is markedly the...
There’s no question that, when it comes to service design, it makes sense to engage the best team possible. Why isn’t Business Change viewed as such an integral part of...