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Pauline Ashenden

4 tips for successfully reducing high contact volumes and increasing customer satisfaction

4 tips for successfully reducing high contact volumes and increasing customer satisfaction

By AI & Automation, Chatbots & AI, Customer Experience, Knowledge Management, Self Service

Customer experience has never been more important. Customer service teams are under increased pressure to deliver the right answers to a growing volume of calls, across a wider range of topics than ever before. For example, over half of respondents to the latest ContactBabel UK Contact Centre Decision Maker’s Guide 2020-21 said that calls had increased due to the pandemic. When you…

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Delivering the right service to today’s more demanding customers

Delivering the right service to today’s more demanding customers

By Contact Centre, Customer Experience, Platforms, Real-Time Speech Analytics

Customer needs are always changing, while expectations are constantly rising. For example, the questions customers ask are growing in complexity and come through a widening choice of channels – while answers have to be delivered faster at the same time. Being customer-centric is essential to success – and it starts with the contact centre. So, what exactly do customers want…

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How AI-powered knowledge management drives customer service success

How AI-powered knowledge management drives customer service success

By AI & Automation, Chatbots & AI, Contact Centre, Knowledge Management, Self Service

Accurate, up-to-date knowledge is at the heart of delivering the highest levels of customer service. Giving your agents easy access to the right information when they are answering customer calls, emails and chat sessions is vital to efficiently providing responses and boosting satisfaction. And if you invest in a single, centralised knowledge base that spans all your channels, you can…

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the-state-of-uk-customer-satisfaction-in-2021

The state of UK customer satisfaction in 2021

By Chat, Contact Centre, Customer Experience, Email, Moving to the Cloud, Self Service, Voice of the Customer (VoC)

As nationwide lockdowns continue, how has COVID-19 impacted customer service in the UK – and what lessons do companies need to learn going forward? Based on a survey of 10,000 consumers, the Institute of Customer Service (ICS)’s latest UK Customer Satisfaction Index (UKCSI) provides key insights for customer service teams and signposts important trends for the future. Running since 2008, the ICS’s twice-yearly…

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Choosing the right contact centre solution

The impact of knowledge on current customer satisfaction

By Customer Experience, Knowledge Management

Being able to deliver fast, accurate and consistent information to consumers and their queries has always been a central part of successful customer service. In the current crisis, its importance has deepened even more – knowledge is vital to delivering seamless, reassuring customer service that meets changing consumer needs. At the same time, it has never been more difficult to…

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Meeting the expectations of today’s consumers

Meeting the expectations of today’s consumers

By Business Intelligence, Contact Centre, Customer Experience, Self Service

Customer expectations are continually rising – and what is important to consumers is also changing rapidly. For example, thanks to the pandemic use of digital channels such as email, chat and social media has increased dramatically, changing the channel balance of customer service operations. Understanding what customers want – and delivering it successfully – is therefore vital to businesses. When…

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Get your contact centre fit for 2021

By Collaboration Tools, Contact Centre, Microsoft Teams, Video Collaboration

Thanks to COVID-19, 2020 was a challenging year for everyone. The pandemic led to enormous additional pressure on customer service, in two main areas: Firstly, customer needs changed dramatically. Use of digital channels increased exponentially, and consumers wanted greater reassurance and support from the organisations they dealt with. Secondly, lockdowns meant that contact centres had to switch to working remotely,…

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5 ways to eliminate hidden costs in your contact centre

5 ways to eliminate hidden costs in your contact centre

By Contact Centre, Video Collaboration, Voice of the Customer (VoC), Workforce Management

As we start 2021 it’s the perfect time to focus on resolutions for the year ahead in both our business and personal lives. So, after a challenging 2020 how can contact centre operations be improved – particularly when it comes to reducing hidden costs while still delivering great service? We’d recommend starting the year by carrying out a health check…

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6 questions to ask to ensure your Voice of Customer programme delivers results

6 questions to ask to ensure your Voice of Customer programme delivers results

By Voice of the Customer (VoC)

Providing the service that customers are looking for and meeting their increasingly demanding needs is key to business success today. Understanding exactly what customers want is therefore critical for organisations, which is why more and more are implementing or expanding Voice of the Customer (VoC) programmes. The Contact Babel Inner Circle Guide to the Voice of the Customer, sponsored by…

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The importance of self-service for greater customer satisfaction

The importance of self-service for greater customer satisfaction

By Chatbots & AI, Self Service, Voice of the Customer (VoC)

Especially in current times, customers want the control and reassurance of being able to access information and find answers to their queries themselves, 24 hours a day, without having to wait. This means they are happy to use web or telephone self-service systems to help themselves, without needing to speak to a contact centre agent or email a company. Over…

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