Driven primarily by the impact of the pandemic, 2020 has been a year of dramatic change in the way contact centres are run. We’ve seen the kind of evolution that you might expect to happen gradually over 5 years compressed into 5 months, as companies were forced to embrace remote working for the majority of their employees overnight. The positive…
Over the past few years’ customer service has undergone a huge transformation. It has never been more important to winning and retaining customers, with more demanding consumers asking more queries, across more channels than ever before. At the same time, a greater proportion of routine customer service queries are now handled through web and voice self-service – research suggests that…
Providing the service that customers are looking for and meeting their increasingly demanding needs is key to business success today. Understanding exactly what customers want is therefore critical for organisations, which is why more and more are implementing or expanding Voice of the Customer (VoC) programmes. The Contact Babel Inner Circle Guide to the Voice of the Customer, sponsored by…
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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