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Customer Experience

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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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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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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Managing Customer Emotions

Why Managing Customer Emotions Is Even More Important Than You Think

By Customer Experience

Your customers do not choose you based on the experience you provide. Instead, customers choose you because of the experience they remember you provide. This is a small but vital difference. Therefore, managing what your customers remember is imperative for organisations today. Moreover, it also means contact centre employees should understand how they can positively help the memory-making process for customers. This…

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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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Addressing the contact centre retention crisis

By Customer Experience, Hybrid Working, Real-Time Speech Analytics

91% of contact centre staff are likely to leave their role in 2021, according to research carried out for Enghouse Interactive. And nearly half (48%) said that stress or burnout was the key reason for their decision. Given the pressures of the last year this headline figure shouldn’t be a surprise. Contact centre staff have had to deal with the…

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The importance of emotional intelligence in the contact centre

By Customer Experience, Hybrid Working, Real-Time Speech Analytics

The last twelve months have been difficult for everyone working in customer service. As we move forward with new hybrid ways of working, agents, managers and businesses will face fresh challenges. How can they successfully navigate these changes and deliver service that delights customers, while retaining and nurturing staff? The answer is to focus on emotional intelligence, as a recent…

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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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