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

6 Best Uses for Chatbots in a Contact Centre

Posted by Martin Cross on 17-Sep-2018 12:53:24

The idea of using customer-facing chatbots can be intimidating. If you believe the negative press they are here to steal contact centre jobs. In reality, they should be seen for what they are: making your life easier.

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Topics: Customer Experience, Contact Centre

3 Steps to Deliver Contact Centre Transformation

Posted by Martin Cross on 04-Sep-2018 09:14:51

The role of the contact centre is evolving at a rapid rate. As a result, the capability of the underlying technology must evolve to meet that. By taking an evolutionary approach to Contact Centre transformation, you can deliver it quicker, more completely and with less cost compared to a “replacement” approach.

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Topics: Customer Experience

How the Internet of Things Will Change the Contact Centre

Posted by Mark King on 17-Aug-2018 11:07:22

"Alexa, play some relaxing music."

Conversations with IoT devices are becoming the norm in most homes. Many of us are coming to rely on them more and more. But what does it mean for contact centres? In this article, I will look at:

  • What IoT is and how it's affecting businesses
  • How that translates to contact centres (CX, automation, personalisation)
  • Examples of how IoT works in practice
  • Future trends to be aware of
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Topics: Customer Experience