Best Practice

The 5 trends brands need to address for improved customer service

Published on: January 25, 2017
Author: Pauline Ashenden - Demand Generation Manager

The latest Institute of Customer Service (ICS) UK Customer Satisfaction Index (UKCSI) has a positive message for everyone involved in customer service. Overall, consumer satisfaction has risen to 77.8, up 0.8 compared to January 2016, marking the fourth straight improvement in results. Satisfaction is at its highest since July 2013...

Consistency must be the customer service buzzword in insurance

Published on: January 05, 2017
Author: Chris Eideh - North American Sales Executive

Providing consistent accurate information when responding to queries is one of the key elements of good customer service. This is particularly important within regulated sectors such as insurance where - to avoid risk and ensure compliance - you need to be able to demonstrate that you provided customers with the same, approved information however they made contact.

The cost of ecommerce delivery problems to the customer experience

Published on: December 23, 2016
Author: Pauline Ashenden - Demand Generation Manager

This Christmas over £24 billion will be spent online on presents and gifts. And while some of these packages will be picked up instore through Click and Collect services, the vast majority will be delivered by the post and couriers. This last leg of the ecommerce customer experience has always been hard for retailers to control.

Reducing customer service stress at Christmas

Published on: December 21, 2016
Author: Anne-Merete Jensen - Senior Business Consultant

Christmas is a stressful time. It is stressful for consumers buying last minute presents or chasing up a missing delivery, but it is also stressful for the staff in stores and contact centers with the many customer enquiries that follow the season. The number of queries companies receive is enormous, and every single one matters to the consumer that sent it

Delivering the benefits of customer service outsourcing

Published on: December 14, 2016
Author: Dharmesh Ghedia

Whether it is to add capacity in specific areas, helping expansion into new markets or bringing down costs, outsourcing is a central part of customer service. According to the Everest Group, nearly a quarter of contact center activities across the globe are outsourced, meaning the market is worth $75-78 billion every year.

Why you need to take a customer-centric view of digital transformation

Published on: November 23, 2016
Author: Pauline Ashenden - Demand Generation Manager

Whatever sector they are in businesses are embracing digital transformation, implementing new technologies and ways of working in a bid to differentiate against increasing competition and to get ahead of rivals. However, too often these digital projects can fail to improve the customer experience...

How does customer experience affect sales growth?

Published on: November 16, 2016
Author: Neil Cox - Account Manager

Customer experience has been front of mind for marketing and customer service professionals for a number of years, but does it really have a big impact on the bottom line?

3 ways to extend customer service across the enterprise

Published on: November 04, 2016
Author: Pauline Ashenden - Demand Generation Manager

When customers deal with your organization, they don’t care which department they are communicating with – they simply want the best possible experience and service. They expect to receive high quality, joined-up service and get a consistent, accurate answer to any question that they might have.

The 3 dimensions of customer service conversations

Published on: November 02, 2016
Author: Laurence Chami - Managing Director

Organizations today receive a growing number of incoming emails and social media messages from consumers. At the same time the range and scope of these interactions is also expanding – essentially consumers today want to be able to have conversations with brands, on their channel of choice, in order to find out information, solve problems and to give feedback.

Turning service into sales with chat

Published on: October 28, 2016
Author: Angus Prentice - Senior Sales Manager

Good customer service leads to happier, more loyal customers who stay with you longer, spend more and are more likely to recommend your business to family and friends. However, it can be difficult to measure the exact impact of individual customer service interactions on these metrics, leading to the contact center being seen as a cost, rather than a department that boosts the bottom line.

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