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Inbound Call Centre

Driving Channel Choice In Customer Service

Understanding The Factors Driving Channel Choice In Customer Service

By Chat, Customer Experience, Email, Inbound Call Centre, Self Service

Consumers now have an ever-widening range of channels for interacting with companies. That puts the onus on companies to offer a consistent, high quality service across all of them. But what is driving channel choice in customer service and how can they resource channels effectively and efficiently? Getting the right balance has to start by understanding your customers. How, why…

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Why integrating your CRM and telephony system is essential for improving customer service

Why integrating your CRM and telephony system is essential for improving customer service

By CRM, Inbound Call Centre, Outbound Call Centre

Consumers today expect a personalised service that recognises and values them, however they make contact. As part of this, they want organisations to use the information they have within their customer relationship management (CRM) software to provide a personalised experience, tailored around their buying preferences and previous interaction history when getting in touch through channels such as the phone. Equally,…

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How UK customer experience is changing over the long-term

How UK customer experience is changing over the long-term

By Inbound Call Centre, Self Service

Everyone has felt the immediate impact of COVID-19, including those that work in customer experience. However, at the same time, the sector is transforming due to longer-term trends, which in many cases the pandemic has accelerated. The latest Contact Babel 2020-21 Customer Experience Decision-Makers’ Guide, sponsored by Enghouse Interactive, enables everyone involved in CX to track these shifts and respond…

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