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BlogDiscover the latest insights, information and trends in blogs created by customer experience experts.
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Blog
Discover the latest insights, information and trends in blogs created by customer experience experts.
Discover how AI is transforming CX at Probe Group, blending digital technology with human touch to enhance interactions, streamline processes and foster empathy in service delivery.
Learn how the cloud is revolutionising the contact centre environment and making life better for customers, agents and businesses.
Learn how a major retailer teamed with Probe CX to transform their contact centre experience.
How will conversational AI will reshape service delivery from every angle?
Learn practical tips to improve contact centre agent performance in the modern-day contact centre.
Discover how automation can change customer experience for the better.
Discover a world where technology is helping change the customer experience conversation for contact centre managers, agents and callers.
Discover the key questions to answer before tackling the daunting task of digital transformation.
Discover the statistics that reinforce the importance of digital transformation.
Discover how the technology everyone is talking about will impact the future workplace.
RPA can create growth opportunities and reduce operational costs but it is not a 'one size fits all' concept. Learn more in this blog here.
Discover why executives need to remember the bigger picture in their rush to embrace generative AI technology.
Generative AI may be the talk of the tech world but it needs to come with a warning sign.
Discover why more businesses are focusing on the customers they already know.
Meet the diversity and inclusion challenge by tapping into 25-plus years of experience.
Discover how generative AI is changing the customer experience landscape … for better or worse.
Learn how these six trends can help your business drive growth and innovation in a rapidly changing digital landscape.
From hyperautomation to low-code platforms and increased focus on security, learn about the latest developments shaping the world of automation.
Discover why engaging with customers means little without the support of a quality retention strategy.
Delivering positive customer experience is the key to modern business success but what should you do when obstacles get in the way?
Discover the ultimate guide for executives keen to stay on top of the social movements impacting today’s workplaces.
Discover four key strategies to bolster customer experience at a time when many business leaders are fearing the economic future.
The finance and accounting sector is burdened by repetitive and time-consuming tasks, which is why robotic process automation is ideal...
Do you know what PDDs and SDDs are in RPA? Here’s the difference between the two, as well as how they develop an automated process.
Discover the importance of CX and what digital tools are changing the status quo in the banking and finance industry.
Learn why more companies are turning to outsourcing to help navigate difficult times.
High-profile breaches have put the spotlight on the importance of data security, especially when it comes to partnering with outsourcing providers.
Modern consumers want the ability to communicate with brands on their own terms and asynchronous messaging is allowing them to do just that.
Discover this year’s top cyber security predictions and how investing in digital safety enhances customer experience.
Don't just assume your customers are happy. Measure their experience with key metrics like CES, NPS and churn rate.
It is one thing to receive feedback. It is another to use it to inspire positive change. Discover the power of closing the loop.
The top five ways to optimise your CX processes to ensure your customers have positive experiences with your brand
Customer-centric companies are successful companies, which is why so many will be tapping into this year’s top tips for nurturing happier consumers.
With 2023 shaping as a challenging year for business leaders, discover the strategies that will help them navigate uncertain economic times.
Top overflow solutions to help improve your overall customer experience in times of peak demand.
Following the Contact Centre Week interview, Probe CX's CEO Andrew Hume discusses the work-from-home mobilisation of its global organisation and what it means for the future of work.
Business uncertainty has become the norm in recent years but there are steps organisations can take to improve their chances of success.
Creditors need to prepare for a rocky road ahead and that starts with gaining a better understanding of the vital role debt collection agencies play in mitigating losses.
Discover how savvy recruiters are tackling the skills shortage putting strain on many industries.
Tough economic times are a great time to consider outsourcing - but which destination would work best for your business?
Dive into the world of AI agents, exploring their types, benefits, and real-world use cases. Learn how these intelligent systems are transforming industries.
With the chatbot revolution gathering momentum, this handy guide will show you how the technology can improve the service experience for your customers.
Learn how dynamic AI agents can provide round-the-clock support for your contact centre.
Discover how much it costs to outsource and what your business can expect.
With interest rates on the rise, the banking sector bracing for a wave of financial hardship claims, digital transformation has never been more important.
2023 contact centre goals for organisations and the relevant CX trends that will make them a reality.
Improving customer experience doesn’t happen by chance, hence why many firms are looking to reinvent the way they do CX.
Discover how repetitive manual activities impact the productivity of an organisation and how automation can improve these efficiencies.
Want to improve CX KPIs within your contact centre? Investing in predictive routing automation could help.
Discover how to manage financial hardships to ensure you recover your debt in a more mindful way.
Businesses need to invest not only in CX tech but also the workforce that drives the implementation and processes behind establishing good CX principles.
Outsourcing is a great way to save money but it is not a case of one size fits all. Learn the savings on offer and hidden costs to watch out for.
Despite rumours to the contrary, the phone call remains a pivotal part of any contact centre, not to mention the live agents who facilitate them.
The pandemic forced contact centres to embrace the hybrid workplace - there is a lot to like about a staffing model that blends office with remote work.
Discover the top CX challenges contact centres face and the solutions available to combat them.
Blockchain has already revolutionised the financial sector. Now it is time to discover how it can improve the customer experience journey.
The strategies contact centre recruitment channels can use to attract and retain quality talent and how to correctly compensate these employees.
Learn how to sustain a competitive advantage in your eCommerce business with AI-powered chatbots that improve your customer experience metrics.
Discover what a hybrid working model is, how to make it work for your organisation and the three ways to sustain company culture in this blog.
Learn about candidate ghosting, provide some examples and explain ways it can be prevented in an organisation.
As the world braces for an economic downturn, it is essential that businesses know the difference between sweeping cuts and strategic cost-cutting.
Learn all there is to know about the fourth industrial revolution and how your organisation can capitalise on and survive it.
Learn all there is to know about ‘The Great Reshuffle’ and how your organisation can survive it.
More than two years since COVID-19 forced many businesses to rethink their strategies for outsourcing customer service, it is time to consider what happens next for the workplace resourcing market.
The digital transformation of healthcare started before COVID-19, the impact of the pandemic means adopting new technologies is more important than ever
An in-depth guide on what outsourcing actually is and the advantages hiring an offshore team can have for your business.
Discover what customer experience is, why it is important and the tips to create an effective strategy that generates positive CX momentum in your business
Interested in outsourcing to the Philippines? Check out Probe CX’s top reasons why in this blog here.
A simpler approach to software development is allowing the masses to develop and deploy applications faster and without need for traditional coding.
Abandoned carts represent a missed opportunity for eCommerce retailers but fortunately, help is at hand in the form of chatbots that are converting walk-outs into sales.
What is the value of a positive candidate experience? Find out how you can boost yours in 7 simple steps.
Everything you need to do about The Great Re-Evaluation and what impact it is having on organisations around the world.
Discover how ‘The Great Resignation’ is taking the workforce by storm and the ways your organisation can survive it in this blog here.
The healthcare sector is rushing to embrace speech recognition technology and with good reason. Discover what it is, how it is used and why it works.
The hyperautomation revolution has begun but it’s certainly not too late to learn what it is, why it works and what tools to embrace.
Digital transformation is not a destination, it is a journey - there is no better way for a business to ensure success than arming itself with a roadmap...
Knowing how customers feel about a business is crucial, which is why smart organisations are committing more resources to develop quality CEM strategies.
Delivering improved CX is at the heart of the digital transformation sweeping the business world and it all starts with an all-encompassing strategy...
Technology is increasingly playing a role in the CX. Discover how companies use digital tools to inspire customers, increase loyalty and drive growth.
A shortcut to failure is failing to invest in an RPA implementation strategy; automation is a game-changer for modern businesses, explore our how-to guide.
Struggling to get your head around chatbots, Conversational AI and what sets them apart? This guide has the knowledge you need to make the right decision.
Conversational AI is improving customer experience for consumers and businesses alike - but how does it actually work?
With global supply chains under unprecedented pressure, robotic process automation is helping managers boost efficiencies and slash costs without needing to invest in major infrastructure or recruit more staff.
Human resource and recruitment teams may have been late to the automation party, but they are sure making up for lost time in embracing the power of RPA.
Need proof of the power of chatbots? This in-depth list of statistics will reinforce why it has never been more important to invest in this technology.
Chatbots are changing the way companies handle tasks such as customer service but how do you ensure you are developing quality workflows to guide the conversation?
With innovative accounting and finance leaders desperate to keep their competitive edge, automated invoice and receipt processing is the tech solution they have been waiting for.
Intelligent agents are one example of how AI is changing the way businesses work. Learn about intelligent agents and what they can do for your business.
Chatbots have been around for decades but the introduction of AI means companies yet to embrace the technology risk being left behind.
Building and implementing a CX strategy takes time. Embracing the following principles is a key step towards enhancing CX within your organisation...
Businesses are embracing a concept that is supercharging the art of customer service – hyper personalisation…
We explain how you can create a quality business case and convince your leadership team that it's time to invest in RPA technology. Read more.
We take a look at five examples of how Robotic Process Automation (RPA) is being used to automate contact centre tasks. Find out more.
There are multiple steps involved in deploying RPA. Read our overview of each step and how to prepare your business for this powerful new technology here.
Discover the differences between cognitive automation and robotic process automation, to help you choose which is right for your business.
Find out how you can prioritise your process automation projects in order to deliver value, reduce operational costs and improve productivity.
Quantifying the customer experience is critical to CX. This is where NPS comes in to help predict customer behaviour. Read more in this blog.
IVAs are powered by cognitive process automation and nature language understanding. Learn more about intelligent virtual assistants in this blog here.
Read our list of customer service (CX) statistics currently dominating across different industries.
Partnerships are crucial to customer experince, and to deliver what buyers want or need to take their businesses to the next level.
The ultimate guide to automation and how it’s evolved in the BPO industry. Download and read your copy here.
Read how the COVID-19 global pandemic turned the entire process of purchasing experience upside-down and in the process forced an evolution of PX.
Stay up to date with systems and services to keep your customers on the happy path. Utilising the right customer assistance methods could be the answer.
The ultimate list of Digital transformation statistics for businesses operating in a post-Covid market.
Field services has evolved to provide vital support to banks, telcos and energy providers when tackling non-paying customers. Discover how in this blog.
This blog provides insight into any COVID-inspired changes to businesses in the CXM market which were likely to sustain long-term once the crisis ends.
This blog explores the digital revolution and how technology played the role in streamlining payment processes amid the COVID-19 pandemic
By utilising a range of predictive analytics, businesses are able to devise treatments that will ensure the best course of action for their customers.
This blog explores the challenges faced by Australian telcos during COVID-19 and strategies they are implementing to meet those challenges head-on.
Digital innovation is critical for businesses to succeed in the 21st century. The key is making it easy and secure for customers to access information.
This blog explores opportunities for businesses to provide customers with the best in customer experience to meet the challenges brought on by COVID-19.
Learn how the retail sector can leverage optimal customer experience in getting through impacts of the COVID-19 global pandemic.
A good mantra for business processes is standardise -> optimise -> automate -> eliminate.
How can we make sure that your customer experience (CX) is hitting the mark? This blog takes a deep dive into the importance of CX.
Companies are pushing for new and innovative technologies that pave the way for better customer experience and business success.
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