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?
Best Practice
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.
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?
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?
How to build a collaborative contact centre with Microsoft Teams
Published on: October 23, 2020
Collaboration and communication are at the heart of creating a successful, customer-centric business. That’s why an increasing number of organisations are adopting Microsoft Teams to bring their people together seamlessly, wherever they are located...
Remote Working 2.0: Optimising Contact Centres
Published on: October 16, 2020
Lockdowns caused by the pandemic led to contact centres switching to remote working for their agents, often overnight. But as businesses look forward the solutions they quickly put in place to enable remote working may no longer meet their ongoing needs. How can they plan for remote working 2.0?
Guest Post: Emotive CX for Customer Interaction
Published on: September 23, 2020
Thanks to increased focus and investment in customer experience companies are now improving outcomes when it comes to dealing with customers and reducing the effort involved. However, emotion is still a neglected area. In our latest guest blog CX expert, Martin Hill-Wilson, explains the vital importance of emotion...
Why listening is key to bridging the CX gap
Published on: August 19, 2020
There are two competing approaches to transforming customer experience – central control or delegating it to every team company-wide. Steve Nattress outlines how a hybrid approach can bring the benefits of both...
Why now is a great time to optimise your customer service – Part 3: Putting the right resources in place
Published on: August 05, 2020
It’s essential that businesses are ready for changing customer needs, especially as we move closer to Peak. In the final part of this three-part series to help companies optimise their customer service operations, Anne-Merete Jensen explains 5 areas to focus on to ensure you have the right resources in place...