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Customer Experience

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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Guest Author Dr Nicola J. Millard

The times they are a changing: how customers and agents are responding to the pandemic one year on

By Contact Centre, Customer Experience

“The times they are a changing”…according to Bob Dylan anyway. It is fair to say that the past year has been an odd one. We’ve been socialising over video rather than down at the pub, our living room has become our office, and we’ve been increasingly shopping online because physical stores have been shut. But has the pandemic fundamentally changed…

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Delivering the right service to today’s more demanding customers

Delivering the right service to today’s more demanding customers

By Contact Centre, Customer Experience, Platforms, Real-Time Speech Analytics

Customer needs are always changing, while expectations are constantly rising. For example, the questions customers ask are growing in complexity and come through a widening choice of channels – while answers have to be delivered faster at the same time. Being customer-centric is essential to success – and it starts with the contact centre. So, what exactly do customers want…

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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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Choosing the right contact centre solution

The impact of knowledge on current customer satisfaction

By Customer Experience, Knowledge Management

Being able to deliver fast, accurate and consistent information to consumers and their queries has always been a central part of successful customer service. In the current crisis, its importance has deepened even more – knowledge is vital to delivering seamless, reassuring customer service that meets changing consumer needs. At the same time, it has never been more difficult to…

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Meeting the expectations of today’s consumers

Meeting the expectations of today’s consumers

By Business Intelligence, Contact Centre, Customer Experience, Self Service

Customer expectations are continually rising – and what is important to consumers is also changing rapidly. For example, thanks to the pandemic use of digital channels such as email, chat and social media has increased dramatically, changing the channel balance of customer service operations. Understanding what customers want – and delivering it successfully – is therefore vital to businesses. When…

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