The latest news, industry updates and insights

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July 15th, 2021/ by Route 101

Reduce Self-Service Abandonment by Improving Containment

Keep your customers using self-service channels and reduce live interactions. Just 9% of customers using self-service channels are able to fully resolve their issue via self-service.

Omnichannel/ Customer Experience/ General
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July 25th, 2018/ by Route 101

Improving the Customer Journey: Chatbots

Many of the organisations we speak with are facing the same challenge: how to involve chat bots in the customer journey in a way that actually benefits the customer?

Omnichannel/ Customer Experience
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July 13th, 2018/ by Route 101

Multichannel vs Omnichannel: What is the difference?

Your customers expect it to be simple to get in contact with you. They just want to complete their purchase or answer their question as quickly as possible. They aren't interested in trying to work ou...

Omnichannel/ Customer Experience
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June 27th, 2018/ by Route 101

Omnichannel Strategy Hints: Staffing is Key

In an ideal world, your omnichannel strategy seems effortless.

Omnichannel/ Customer Experience
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March 29th, 2018/ by Route 101

Omnichannel Support: How to Create Your Strategy

Mapping out a successful omnichannel support strategy can be tricky.

Omnichannel
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March 15th, 2018/ by Route 101

Deliver an exceptional omnichannel customer experience.

Your customers don't think about their relationships in terms of channels; they want to reach out to another human being - or even a friend. Make their relationship with your business feel the same as...

Omnichannel
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September 26th, 2017/ by Route 101

The real cost of your legacy contact centre system

You spent a lot of money some years ago on a digital contact centre, and whilst there may be newer solutions out there, yours is still doing the job just fine, thank you very much.

Omnichannel/ Call Centre Technology
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