4 areas to focus on for successful CX in 2021
Published on: January 22, 2021
With customer experience now key to winning and retaining business for every organisation how can contact centres play their part?
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5 ways to get your contact centre fit for 2021
Published on: January 15, 2021
The ongoing pandemic makes it difficult to predict the near-future. However, one thing is clear – consumers will continue to demand the highest standards of customer service, whatever channel they use to make contact with you. How can you ensure your contact centre is ready for the challenge?
Practical ways to reduce hidden contact centre costs
Published on: January 08, 2021
In current times businesses are looking at how they can optimise their operations and work as efficiently as possible, while still delivering the high levels of customer service that consumers expect. This post outlines 5 key areas to focus on if you want to reduce hidden costs in the contact centre...
Reviewing 2020 – our top blog posts from last year
Published on: January 05, 2021
As we move forward into 2021, now is the perfect time to review the past year, with all its disruption and challenges. We’ve chosen 8 of our top articles to illustrate the trends and opportunities that 2020 brought...
Learning from Santa’s customer service success
Published on: December 16, 2020
When it comes to customer service, Father Christmas has been delighting children for countless years. Our last blog of the year looks at the secrets of his success – and how contact centres can learn from him...
The benefits of bringing video into the contact centre
Published on: December 11, 2020
Extending video into customer service delivers major benefits to both consumers and organisations – our new blog explains the advantages and how it can be incorporated into your contact centre.
Contact centre predictions to watch for in 2021
Published on: December 03, 2020
As contact centres come to terms with the disruption caused by COVID-19, what are the trends to focus on in 2021? Based on our experience and talking to partners and customers, we’ve highlighted 5 key areas that will impact customer service in the coming year – starting with employee well-being...
How do you create super-agents in your organisation?
Published on: November 26, 2020
The rise of self-service means that the interactions personally handled by contact centre agents have become more complex and involved. This dramatically changes the skills and support agents need to be effective and meet changing customer needs. How can organisations find and nurture the ‘super agents’ required to deliver this more involved, empathetic level of customer service?
Why creating empathy in your customer service is so hard
Published on: November 24, 2020
Organisations understand the value of empathy to strengthening the customer relationship, boosting satisfaction, and increasing loyalty. But many still struggle to build empathy into their customer service interactions – why is this? Noted CX expert Adrian Swinscoe explains in our latest guest blog...
Delivering impactful results from your Voice of the Customer programme
Published on: November 13, 2020
Understanding changing customer needs is vital if companies are to increase engagement, satisfaction and long-term revenues. Listening to the Voice of the Customer (VoC) is central to this – but where should organisations start when it comes to implementing and scaling their programmes?