Omni-channel vs Mutli-channel. Is there a difference? The words multi-channel and omni-channel are often used interchangeably by experts and consultants alike, but is there a difference? We believe there is.   Multi-channel refers to the fact that organisations...

Better service from a bot? How A.I. is remaking customer service For years, the human touch was considered the cornerstone of great customer service. Friendliness, a helpful attitude – it’s easy to imagine. But can machines augment this and help make customers even...

4 Ways a CRM Solution Helps You Close Customer Service Cases Faster Customer service - the term calls to mind rows and rows of headset-wearing agents working through hundreds and hundreds of queries and, yes, complaints. They’re an operations director’s bugbear –...