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Spotlight on 2020: our top 10 blog posts from the year

Spotlight on 2020: our top 10 blog posts from the year

By Contact Centre, Customer Experience, Knowledge Management, Self Service, Voice of the Customer (VoC)

It’s an understatement to say that 2020 was a year of huge change everywhere. Due to the pandemic we’ve seen major shifts in the contact centre, with existing trends such as remote working accelerating and customer needs changing dramatically. In this post, we highlight some of the key developments of last year in a review of our top blogs from…

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4 things contact centres can learn from Father Christmas

4 things contact centres can learn from Father Christmas

By Contact Centre, Customer Experience, Voice of the Customer (VoC)

As we come to the end of a dramatic and unprecedented year, everyone is looking forward to Christmas, even if current regulations mean it will be very different to normal. Thankfully, one thing that won’t change is the seasonal appearance of Father Christmas, delivering presents to millions around the world. The man in red has an unrivalled reputation for customer…

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5 key contact centre predictions for 2021

5 key contact centre predictions for 2021

By Call & Screen Recording, Cloud, Customer Experience, Quality Control & Customer Insights, Video Collaboration, Voice of the Customer (VoC)

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…

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The rise of the super-agent

The rise of the super-agent

By Customer Experience, Knowledge Management, Real-Time Speech Analytics, Training, Voice of the Customer (VoC)

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…

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Guest Blog by Adrian Swinscoe Empathy is not soft, it’s hard

Empathy is not soft, it’s hard

By Customer Experience

Guest Author: Adrian Swinscoe Last year I published a new book called Punk CX. It came about due to my frustration with the lack of progress with improving customer and employee experience outcomes despite a huge amount of activity, enthusiasm and investment in the experience space. In the book I was calling for a more ‘punk’ approach to customer experience…

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