The latest news, industry updates and insights

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July 28th, 2022/ by Route 101

Route 101 Partners With Ada - Leader In Automated Brand Interactions

Leading customer engagement and brand interaction providers join forces to deliver personalised automation across the customer journey.

Press Release/ General
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July 5th, 2022/ by Route 101

Six Areas Critical to Customer Experience and Business Performance.

The Institute of Customer Experience’s latest research highlights areas for organisations to develop their service strategies whilst protecting business performance.

Customer Experience/ Industry News/ General
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June 1st, 2022/ by Route 101

Top 5 Trends for CX Leaders in 2022

The world of customer service has evolved – and organisations now find themselves challenged to meet post-pandemic priorities to support growth and ensure future-proofing. Customers are underwhelmed, ...

Customer Experience/ General
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May 30th, 2022/ by Route 101

How to improve customer experience (cx)

Customer experience is a crucial aspect of your business as it can wield so much power over the success of your bottom line. 

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May 30th, 2022/ by Route 101

How to Reduce AHT

There are many different approaches that have a positive effect on your average handling time:

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May 26th, 2022/ by Route 101

How to Improve FCR

Once you’ve got the fundamentals and best practices around first call resolution in place, consider the following avenues for improving that FCR metric:

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May 20th, 2022/ by Route 101

What is an Omnichannel Call Center?

What is an omnichannel contact centre? An omnichannel contact centre is an integrated system that shares customer data across multiple communication channels, both automated and live, to provide seaml...

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May 16th, 2022/ by Route 101

AI-Driven Knowledge Base - What is it and what are the benefits?

AI-Driven Knowledge Base An AI-Driven knowledge base can transform how your business delivers customer service.

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May 10th, 2022/ by Route 101

How to reduce customer service costs

Customer experience can make or break your business, especially if dealing with an urgent enquiry or problem. 

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May 3rd, 2022/ by Route 101

Route 101 Named NICE CXone EMEA Partner of the Year for Second Year

Route 101 is delighted to have once again been named EMEA Partner of the Year by global CCaaS partner NICE CXone.

Press Release/ General
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