Providing a high-quality agent experience benefits both contact centre employees and the businesses they work for. Engaged agents provide better service to customers, are more productive and less likely to leave. However, traditionally contact centres have struggled with the agent experience. Much of this is down to the nature of the job. On top of having to help customers with…
It’s now three months since the introduction of new Tenant Satisfaction Measures (TSMs) across social housing. They cover five areas, including the state and safety of properties, and how landlords effectively handle complaints. Housing associations must report on TSMs to the regulator, using a mix of tenant satisfaction surveys and management information. Initial indications suggest that TSMs are highlighting multiple…
IT teams face a growing range of challenges, especially when it comes to implementing and managing contact centre technology. As with every department their budgets are under pressure. At the same time, they face. It takes 44 days to fill tech roles, according to LinkedIn, compared to 34 for a customer service employee. BCS research found that vacant IT positions…
As we tick off the sleeps until the big day, Christmas anticipation is growing across the globe. The tTrees are up, presents wrapped, and festive plans finalised. Nowhere is the excitement greater than at the North Pole, where Father Christmas is putting the final touches to preparations for his busiest night of the year. Amazing customer service is a big…
Since its first release in 2017, Microsoft Teams has enabled businesses to shift successfully from on-site to remote working. And now we are looking at the new post-pandemic normal of hybrid working: a combination of on-site and remote. For the first time, contact centre agents can be both remote and connected to the whole business, wherever they are. Customer journeys are becoming…
Today, good customer service has a direct impact on a company’s bottom line. 76% of consumers surveyed by Enghouse Interactive for its new research “The Changing Landscape of Customer Communications” said they would likely stop doing business with a company after just one poor experience. Essentially that’s over three-quarters of your customers you could lose – instantly – if you…
Harnessing digital technology is one of the top 3 priorities for Legal firms. A trend hastened by the switch to hybrid working as legal teams look to collaborate internally and engage with clients without face-to-face contact. However, while going digital is a priority, it is essential that it doesn’t impact the high levels of service quality that clients expect. In…
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…
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…
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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