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Customer Experience

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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Digital customer experiences drivers

Five key shifts that are driving digital customer experiences

By AI & Automation, Customer Experience, Self Service

Customer experience is evolving, driven by changing customer needs and accelerated by the pandemic. Key to this is the increasing shift towards digital in all of our lives. Organisations therefore need to understand and react to this transformation to engage with customers and retain them for the long-term. These five drivers are responsible for this shift in customer experience: 1….

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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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