Customer service is changing

Your customers want faster, more accurate support and they want it delivered on their terms.

Whether your goal is to deflect more calls to your self-care and social channels, increase the efficiency of your support operations or to explore ways of automating customer interactions, we’ll help you to meet the need for a more effective support experience.

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Transforming customer service experience for MTN South Africa

Agent Expert has contributed to the radical improvement of customer contact resolution times.

Eddie Moyce, Chief Customer Experience Officer, MTN
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Download the MTN case study, or for more information on Agent Tools and how it can help improve the customer experience.

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Customer Care 101 – Future proofing your contact center

With all of the advancements going on in the industry right now, we think it’s a good time to take a moment to consider the basics. Brilliant technology and analysis won’t work if your care environment is not capturing reliable, considered data points.

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  • Webinar: Customer Care 2.0

    Did you know that almost 30% of customers using online self-care tools are unable to get the support they need? Or that up to 20% of call volume in today’s contact centers is actually “fall-back” traffic following a failed self-care interaction?

We're excited to be making our closing remarks at day 1 of #CEMNA - and what a day it's been - in 10 minutes @TelecomsForum
6 hours ago