The importance of sustainability to the contact centre
Published on: July 22, 2022
The contact centre, like all parts of the organisation, must work towards reducing emissions and ensure the future of the planet.
Pauline Ashenden - Demand Generation Manager
Why knowledge management is essential for your contact centre
Published on: July 08, 2022
Knowledge is now more important than ever for effectively dealing with customers’ queries in the contact centre. But at the same time, it is also more difficult to manage in terms of complexity and channel range. Our latest blog explains the essential role of knowledge and highlights key requirements for an effective knowledge management strategy.
6 ways of delivering excellent B2B customer service
Published on: July 01, 2022
The standard of business-to-business (B2B) customer service delivered by companies is central to retaining and growing clients and revenues. And while it has many similarities to its B2C cousin, it has its own particular challenges. In our new blog we explain the differences between B2B and B2C customer service, and the best practice you need to drive success.
What’s driving customer facing technology investment in local councils?
Published on: June 15, 2022
Digital technology offers local councils enormous potential in how they serve their local communities. Technology can drive greater efficiency and cost savings, deliver better experiences, and help increase citizen engagement.
3 key CX gaps between companies and their customers
Published on: June 10, 2022
Understanding the customer is the start point of delivering excellence in customer service. However, research covered in our latest blog identifies three disconnects between companies and their customers...
How self-service is evolving and how to deploy it
Published on: June 01, 2022
91% of contact centres now have some form of self-service in place for customers according to the ContactBabel Inner Circle Guide to AI-powered Self-Service...
7 steps to a successful contact centre cloud migration
Published on: May 12, 2022
The pandemic and the shift to home working have accelerated the trend of contact centres moving to cloud based solutions.
How can you reduce contact centre response times?
Published on: April 19, 2022
They say patience is a virtue. But not in customer service. Most consumers today want their queries turned around as quickly as possible, without having to wait.
How are banks meeting changing customer service needs?
Published on: April 11, 2022
Delivering the right customer experience in financial services has never been more vital – or more difficult. So, how are banks and other financial services businesses responding?
Four ways to avoid customers having to repeat themselves
Published on: April 04, 2022
When customers reach out to a contact centre, they want to feel their time is being valued. Which is why they hate having to repeat information, every time they are transferred...