Showing 68 search results
Capita has today announced the launch of its new assisted customer conversations solution that gives instant prompts and help to customer service advisors by analysing the customer’s voice using AI and in real time.
Our AI-driven technology analyses conversations and automatically helps agents to identify the best solutions to customers’ queries.
From website optimisation & AI-powered chatbots, to multilingual adviser hubs for complex queries we enhance international customers’ experiences.
Our Capita O2 and John Lewis teams have received awards at the prestigious 2017 Global Sourcing Association (GSA) Awards.
The Royal Society for the Prevention of Cruelty to Animals (RSPCA) has renewed its contact centre contract with Capita until 2022.
Capita today announces it has signed a customer service contract renewal with the RSPCA for a further eight years. The contract, which builds on a 17-year partnership, will transform the way in which members of the public contact the RSPCA to report animal welfare concerns.
With funding on the decline and demand for services increasing, offering a compelling employee experience could help to bring in more volunteers to charities – emulating the enthusiasm seen during the peak of the pandemic.
It doesn’t seem too long ago that the introduction of interactive voice response (IVR) received a rocky reception with many customers citing that they preferred to speak to a ‘real human’.
There can be no doubt the pandemic has altered the emotional make-up of society. Collectively, we are now much more aware of the suffering of others – and how could we not be after seeing lives turned upside down and businesses upended with no sense of rhyme or reason or equity.
Knowing you’re delighting your customers is the holy grail for any business.