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Voice of the Customer (VoC)

customer service budgets

Why cutting customer service budgets is a false economy

By AI & Automation, Contact Centre, Customer Experience, Moving to the Cloud, Voice of the Customer (VoC)

Most companies are now finalising their customer service budgets for 2024. However, given the economic downturn, there’s likely to be more pressure to look for ways to reduce spending. Customer service is often vulnerable when enterprises look for places to make cuts. This may be because it’s often wrongly viewed as a cost centre rather than a source of competitive…

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empathy in customer service

Why empathy in customer service is not enough

By Collaboration Tools, Contact Centre, CRM, Microsoft Teams, Voice of the Customer (VoC)

As consumer expectations rise, businesses are increasingly focusing on building empathy in customer service interactions. With agents handling more complex queries, building a rapport with customers is vital to reassure them, improve the experience, and better meet their needs. 1. Integrate systems to provide a comprehensive view To solve a problem agents need full access to information. However, they may…

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Customer expectations

Meeting customer expectations around service

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

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…

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utility customer service

Building empathy into utility customer service

By Call & Screen Recording, Contact Centre, Customer Experience, Knowledge Management, Quality Control & Customer Insights, Utilities, Voice of the Customer (VoC)

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…

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contact centre experience

5 ways to supercharge your contact centre experience

By AI & Automation, Contact Centre, Self Service, Voice of the Customer (VoC)

Customer expectations around the contact centre experience are rising continually. Organisations know they need to act. Research from analysts Metrigy has found that customer satisfaction has been a top three business priority for the last three years, leading to a growing investment in customer experience technology. No wonder that nearly two-thirds (65%) of organisations surveyed by Metrigy were planning to…

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ROI of customer experience

How to demonstrate the ROI of customer experience in tough times

By Customer Experience, Voice of the Customer (VoC)

Demonstrating the ROI of customer experience (CX) has become a necessity in today’s economic turmoil. In fact, Forrester predicts that 1 in 5 CX programs will disappear as senior management fail to see the benefits in 2023. The analyst believes that, even with 82% of CX leaders expecting their budgets to rise this year, many will see budget cuts instead….

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Understanding call centre agent performance

Understanding and recognising good agent performance through technology

By Agent Evaluation, Call & Screen Recording, Contact Centre, Quality Control & Customer Insights, Voice of the Customer (VoC)

Call centre agents are on the customer experience frontline, representing your organisation to consumers. In an increasingly digital world, they could be the only employee that a customer actually interacts with. Being an agent is not easy. Customers are becoming more and more demanding, often upset and angry, which adds to agent pressure. These stresses can lead to agents burning…

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channel shift

Four best practice tips to help drive channel shift

By Chat, Customer Experience, IVR, Self Service, Voice of the Customer (VoC)

Putting in place a strategy that encourages customers to make more use of digital channels is increasingly important. Carried out effectively channel shift has the potential to boost efficiency while at same time helping to improve the overall customer experience. However, for your strategy to be successful and effective over time, you need to ensure that it closely addresses customer…

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Natural Language Understanding and customer service

What is Natural Language Understanding and why is it important to customer service?

By Agent Evaluation, AI & Automation, Contact Centre, Customer Experience, Voice of the Customer (VoC)

Artificial intelligence is an increasing part of business operations, including within the contact centre, where it can be used to power intelligent chatbots or automate existing processes (such as call wrap-ups) to increase efficiency. However, AI is a wide field with multiple techniques and technologies within it – this blog will explore how Natural Language Processing (NLP) and Natural Language…

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meaningful measurement of CX

It’s time for more meaningful measurement of CX

By Business Intelligence, Customer Experience, Quality Control & Customer Insights, Voice of the Customer (VoC)

This article is based on ideas from my recent book, Meaningful Measurement of the Customer Experience, now available everywhere. If you ask most business leaders what their primary measures of success are, they can probably tell you pretty easily. But when they are given reports with statistics on a regular basis, the information presented starts to cloud the judgement of…

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