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Providing the service that customers are looking for and meeting their increasingly demanding needs is key to business success today. Understanding exactly what customers want is therefore critical for organisations, which is why more and more are implementing or expanding Voice of the Customer (VoC) programmes. The Contact Babel Inner Circle Guide to the Voice of the Customer, sponsored by…
This year, thanks to the coronavirus pandemic, Black Friday is even more challenging than normal. This means there’s likely to be a greater impact on contact centres during Black Friday. For example, the increase in online sales will lead to an even greater spike in calls and emails about deals. All of which will require fast responses. And of course,…
Consumers today expect a personalised service that recognises and values them, however they make contact. As part of this, they want organisations to use the information they have within their customer relationship management (CRM) software to provide a personalised experience, tailored around their buying preferences and previous interaction history when getting in touch through channels such as the phone. Equally,…
In a fast-changing world, organisations need to transform how they operate, breaking down internal barriers between departments to become more agile. While this was true before the pandemic struck, the subsequent growth of digital channels and the rise of home working has made communication, collaboration and integration vital to every successful business. To power this transformation, organisations are increasingly turning…
Pandemic lockdowns forced many companies to quickly switch their customer service teams to work remotely, with very little advanced warning. While most organisations managed the transition and were able to stay operational, many only achieved this through workarounds such as cutting their hours of service, reducing the number of different contact channels, and increasing their SLAs. Now, as we move…
Especially in current times, customers want the control and reassurance of being able to access information and find answers to their queries themselves, 24 hours a day, without having to wait. This means they are happy to use web or telephone self-service systems to help themselves, without needing to speak to a contact centre agent or email a company. Over…
Everyone has felt the immediate impact of COVID-19, including those that work in customer experience. However, at the same time, the sector is transforming due to longer-term trends, which in many cases the pandemic has accelerated. The latest Contact Babel 2020-21 Customer Experience Decision-Makers’ Guide, sponsored by Enghouse Interactive, enables everyone involved in CX to track these shifts and respond…
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