Customer Experience in a Contact Centre is Everything

Posted by Kate Sparrow on 12-Apr-2019 09:00:00

That the customer experience counts is not news to anyone, but it is easy to underestimate just how central to customer retention the experience factor has become.

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Topics: Customer Experience, Contact Centre

Enhancing the Customer Experience: How Artificial Intelligence is Transforming Contact Centres

Posted by Tony Dolan on 15-Mar-2019 09:38:23

AI in Contact Centres delivers valuable insights that can be used to streamline, optimise, and personalise customer journeys to enhance customer experience.

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Topics: Customer Experience, Contact Centre, "AI"

5 Tips to Transform Your Contact Centre to Deliver Great Customer Experience

Posted by Tony Dolan on 26-Feb-2019 12:52:34

 

When a customer contacts a business, it is usually because they are experiencing a problem or have a question they need an answer to. Understandably, they are probably frustrated and in a bad mood to start with.

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Topics: Customer Experience, Contact Centre

Web Chat and Messaging in Customer Service

Posted by Martin Cross on 17-Jan-2019 09:53:17

There is no question that digital channels and new technologies are rapidly transforming the customer service industry.

Automation is making it easier than ever for agents to detect and address problems and, to a significant extent thanks to the proliferation of messaging apps, customers can contact you to solve their problems through multiple channels.

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Topics: Customer Experience

How to Use Chatbots to Enhance Customer Experience

Posted by Tony Dolan on 04-Jan-2019 16:10:12

The lowest cost of delivery is no longer the best approach to customer service. Today, the focus has shifted towards providing an engaging customer experience that helps the customer to solve their problem on their first interaction — however long that takes.

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Topics: Customer Experience

How to Design and Implement a Winning Customer Experience Transformation

Posted by Tony Dolan on 19-Dec-2018 10:16:48

In 2019, your customers are people, not numbers.

Driven by growing connectivity and the digital technology enabling it, today’s consumers expect instant, valuable interactions with the companies they buy from. When this doesn’t happen, a bad experience follows. Negative word of mouth isn’t usually far behind.

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Topics: Customer Experience

3 Lessons in Enhancing Customer Experience from a Leading UK Water Provider

Posted by Tony Dolan on 12-Dec-2018 07:05:00

We’re in the midst of the Age of the Customer, when it has never been easier for consumers to research their own options and compare prices.

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Topics: Customer Experience

How a Global Fortune 500 Energy Company Consistently Delivers World-Class Customer Experience

Posted by Tony Dolan on 05-Dec-2018 11:43:39

Today's customer wants to be treated like a person, not a number. But delivering seamless customer experience (CX) at scale typically presents a significant challenge for global corporate enterprises. Multiple teams serving different business areas often bring consistency into question, which suites of disparate tools and processes only complicate. Business leaders keen to drive customer retention and increase advocacy must look to bring all their teams and CX technologies into alignment.

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Topics: Customer Experience

What is Digital Transformation?

Posted by Tony Dolan on 29-Oct-2018 11:11:21

We now live in a world where our fridges can order food, our wearables can track and analyse our exercise habits, and we can receive updates about important events right as they’re happening. These developments are part of the customer service digital transformation, and it’s important you find a way to make use of the best technologies available to improve customer experience and maximise efficiency.

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Topics: Customer Experience, Digital Transformation

4 Ways to Optimise Self-Service in a Contact Centre

Posted by Martin Cross on 03-Oct-2018 13:44:37

 

There is a good reason why self-service is popular with Contact Centres; cost. The average salary for a Customer Services agent in the UK is estimated to be £17,164 (PayScale). As agents are the single most costly overhead of a Contact Centre, it makes the optimisation of your self-service capability all the more important.

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Topics: Customer Experience, Contact Centre