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Self Service

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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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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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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4 trends to underpin future hybrid working

4 trends to underpin future hybrid working

By Chatbots & AI, Hybrid Working, Moving to the Cloud, Real-Time Speech Analytics, Self Service, Unified Communications & Collaboration

2020 was a year of profound change, with the pandemic turbocharging many existing trends such as remote working and the switch to digital channels. It has fundamentally changed how we work, especially in the customer service industry. And while current lockdowns mean most contact centres remain closed with staff working from home. So now is the time to focus on…

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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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Spotlight on 2020: our top 10 blog posts from the year

Spotlight on 2020: our top 10 blog posts from the year

By Contact Centre, Customer Experience, Knowledge Management, Self Service, Voice of the Customer (VoC)

It’s an understatement to say that 2020 was a year of huge change everywhere. Due to the pandemic we’ve seen major shifts in the contact centre, with existing trends such as remote working accelerating and customer needs changing dramatically. In this post, we highlight some of the key developments of last year in a review of our top blogs from…

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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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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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