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.
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...
Mother’s Day brings increased pressure for contact centres, as it falls on a Sunday and requires everything, from delivery to the present itself, to be perfect. How can companies ensure that they are ready?
With interaction volumes rising, delivering a consistently high-quality response to every customer is an increasing challenge for contact centre teams. What is preventing success?
As contact centres evolve, agents are increasingly required to log into multiple technology systems while interacting with customers. Adopting a unified agent desktop solves these issues...
The pandemic has fast-tracked digital into every aspect of our lives, meaning companies that aren’t reshaping their CX approach are going to get left behind.
Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better customer experience.
The average customer today is more digital-savvy than ever and is happy to find answers to routine customer service questions themselves. But for self-service to deliver real ROI you need to overcome four major challenges.
With so much data being generated by around customer service and the customer experience, there’s an increasing role for data analytics to extract learnings and actionable insights.
Given the growth of the outsourced customer service market, and its competitiveness, outsourcers have to focus on these 6 key areas to drive success...