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Voice of the Customer (VoC)

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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Improve customer service with data analytics

How data and analytics can improve your customer service performance

By Agent Evaluation, Contact Centre, Customer Experience, Real-Time Speech Analytics, Voice of the Customer (VoC)

In business, data is fast becoming the new oil. While this is true across all parts of the organisation it is particularly relevant within customer service. Companies now have access to huge data volumes about their customers, the employees who interact with them, and supporting processes. Even analogue information (such as voice telephone calls), can now easily be digitised and…

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outsourced customer service

6 crucial factors to outsourced customer service success

By Call Billing, Cloud, Contact Centre, Knowledge Management, Real-Time Speech Analytics, Voice of the Customer (VoC)

There are multiple reasons why brands might choose to work with outsourcers to help deliver their customer service. For example, they might be a new or small firm that has yet to establish an in-house contact centre. Or they aren’t in a position to invest in one. Alternatively, they might be entering a new market where they need on-the-ground support….

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contact centre as a revenue generator

3 ways to turn contact centres into revenue generators

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

While always seen as important, customer service has traditionally been viewed as an overhead or cost to the business and not a contact centre revenue generator. Companies understand that it plays a vital role in onboarding and retaining customers, but they’ve not been able to link it to actual revenues. That meant that the major focus within the contact centre…

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Meeting customer needs at the moment of truth

Meeting customer needs at the moment of truth

By Customer Experience, Voice of the Customer (VoC)

Every organisation understands that delivering the right experience to customers is central to attracting and retaining their business. Engaged customers are more loyal, spend more and recommend you to family and friends. In contrast disengaged consumers are unlikely to value your products and services. Moreover, they will switch to other brands when they can. Given the importance of customer engagement…

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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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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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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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4 things contact centres can learn from Father Christmas

4 things contact centres can learn from Father Christmas

By Contact Centre, Customer Experience, Voice of the Customer (VoC)

As we come to the end of a dramatic and unprecedented year, everyone is looking forward to Christmas, even if current regulations mean it will be very different to normal. Thankfully, one thing that won’t change is the seasonal appearance of Father Christmas, delivering presents to millions around the world. The man in red has an unrivalled reputation for customer…

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