When it comes to service, customer expectations are rising as they demand a better experience from organisations. Companies know it’s vital to deliver what customers want. However, understanding what will actually appeal to them can be more difficult. Demonstrating this, ContactBabel’s latest research finds that expectations vary dramatically between customer demographics. The report, Exceeding UK Customer Expectations 2023-24, which is…
Generative AI is currently transforming the way multiple industries operate but what will be the impact of ChatGPT in customer service? Since its launch in November 2022, OpenAI’s ChatGPT conversational AI chatbot has been used by millions of people. As well as the free version, companies can subscribe to a paid service which provides enhanced features and capabilities. The success…
Utility customer service teams face multiple challenges in delivering the right experience to meet customer needs. They have to handle a growing number of increasingly complex interactions, across channels from traditional letters to social media. No wonder that the latest ContactBabel Utilities Guide finds that they are struggling in some of key areas. Average speed to answer a call is…
The challenges impacting customer service 2022 was a year of upheaval, with major disruption to economies, businesses, and individual lives. Coming on top of Covid, the impact of the war in Ukraine, rising prices and supply chain interruptions all affected consumer confidence. This changed customer behaviour, adding to the pressure on customer service teams. With economic headwinds continuing into 2023…
Customer queries are becoming increasingly complex – and the information required to answer them is constantly evolving. That means a comprehensive, up-to-date, and widely accessible knowledge management system has never been more important to successful contact centre operations. It empowers agents, ensures customers receive faster responses, increases productivity, and enables customers to find their own answers via self-service, reducing costs. So,…
This year’s National Customer Service Week begins on Monday 3rd October. As always it provides an opportunity to focus on the whole topic of customer service to demonstrate its importance to organisational success, and to recognise the efforts and skills of everyone across the industry. One of the key themes for this year is the human-tech interface. Essentially how can…
Resolving a call first time is a vital part of the customer experience, making First Contact Resolution (FCR) a crucial way of measuring customer service success. To find out more about how to understand and improve FCR, Enghouse ran an in-depth webinar with Steve Morrell, lead analyst and Managing Director at ContactBabel. Click here to watch a replay – or…
Managing knowledge effectively is vital to successful customer service. It resolves customer queries while empowering agents with the information they need to work more effectively. Plus it increases overall effectiveness through faster, more consistent answers. In fact, getting knowledge management right can translate into a 50%+ increase in contact centre operational efficiency. Changing knowledge requirements Today the needs and requirements…
Self-service is changing, evolving from being primarily a cost reduction initiative to a revenue enhancer. No wonder then, that one of the key findings of the ContactBabel Inner Circle Guide to AI-powered Self-Service, sponsored by Enghouse Interactive, is that an overwhelming 91% of contact centres now have some form of self-service in place. The changing nature of self-service Self-service is…
Whatever industry you are in, great customer service leads to success. And with more and more routine customer queries now handled through self-service and chatbots, this increases the importance of your agents dealing with the remaining, more complex questions. So how do you go engage with and empower customer service agents? That’s the theme of The UK Inner Circle Guide…
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