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Customer Experience

Digital Self-Service ROI

How to deliver ROI from your digital self-service

By Chatbots & AI, Customer Experience, IVR, Self Service

The pandemic has radically altered many aspects of how we live our lives, including increasing everyone’s use of digital channels. At the same time customers are becoming more demanding, wanting faster answers to their queries. Together, this puts the spotlight on self-service – customers are now more comfortable using this channel to find information and solve routine queries, provided it…

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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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Top 10 blog CX posts

Top 10 CX blog posts – learning from 2021

By Contact Centre, Customer Experience, Hybrid Working, Knowledge Management, Microsoft Teams, Moving to the Cloud, Remote-Working, Unified Communications & Collaboration

It’s been another year of transformation for the contact centre industry. The pandemic continues to impact every aspect of people’s lives, forcing companies to adapt to new customer behaviours and changing working models. To help prepare for the year ahead, we’re therefore highlighting some of the key trends to watch out for through a review of our top 10 CX…

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Delivering customer experience success

Delivering customer experience success in 2022

By Contact Centre, Customer Experience, Unified Communications & Collaboration

As organisations finalise their planning for 2022, what areas should they focus to deliver customer experience success? We’ve already looked at some of the key predictions for the year ahead from our experts in a recent blog. To build on this we drilled down into specific priorities and best practice shared during a recent webinar on the same theme. The…

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Customer service lessons inspired by Christmas

Customer service lessons inspired by 5 Christmas characters

By Contact Centre, Customer Experience

Christmas is always an extremely busy time for contact centres. However, after the disruptions of the pandemic, this Christmas is likely to bring even greater pressure. Consumers will be looking for a perfect experience to hopefully bring the year to a brighter end. Yet, supply chain issues leading to the unavailability of many products may cause frustrations, increased call volumes and unhappy customers.   So how can customer service…

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High First Contact Resolution rate

First Contact Resolution (FCR) is key to customer service success

By Customer Experience, Knowledge Management, Self Service

Solving any problems quickly and effectively is central to achieving high customer satisfaction levels. Consumers don’t want to be forced to make contact again to resolve an issue. They don’t want to wait for an agent to call them back with an answer. Research in the ContactBabel UK Customer Experience Decision Makers Guide 2021-22, sponsored by Enghouse Interactive, backs this…

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Pressing the reset button to meet the service challenges ahead

By Contact Centre, Customer Experience, Hybrid Working

It has been an extraordinary and challenging eighteen months for businesses, customers and society since the Covid-19 pandemic began. The levels of resilience and adaptability we have seen have been commendable and, at times, inspirational. Certainly, customer service directors and their teams have risen to a truly demanding set of circumstances. The move to remote working; the sensitivity and empathy…

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customer service secrets from Amazon

Five key customer service secrets from Amazon

By AI & Automation, Customer Experience, Self Service

In just over 25 years, Amazon has become the world’s top online retailer. During that time, it has transformed many aspects of retail and customer service that we now take for granted. The company’s dedication to innovation and the customer experience has raised the bar for everyone. Essentially consumers now expect the same level of service and ease of doing…

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customer service agility

Why agility is now at the heart of customer service success

By Customer Experience, Hybrid Working, Moving to the Cloud, Remote-Working, Unified Communications & Collaboration

Over the past 20 years customer service strategy and management has transformed. When contact centres were first established, most companies treated them as a cost centre. That meant the primary strategic aim was to run them as efficiently as possible. This changed as businesses (and management) realised the importance of customer service and customer experience to winning and retaining customers….

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