At this time of change due to the COVID-19 pandemic, the experience and service brands provide is vital. To achieve this, they need to transform how they listen to customers – and act effectively and quickly on their insight.
Self-service is already a key part of delivering the customer experience that today’s consumers expect. How will it develop over the next 5 years due to AI and other innovations?
Customer expectations are continually rising – particularly when it comes to the service they receive from businesses and the channels they use. We looked at the impact of demographics on customer service channel choice…
Given the current coronavirus pandemic, many employees across the world are now working from home, often for the very first time. How can businesses support them effectively using technology, especially video connectivity? To find out, read the latest post on our parent company Enghouse Interactive's blog...
Delivering superior customer service requires balancing resources and channels to meet the full range of consumer needs. Read how luxury brand Montblanc has implemented Eptica self-service to deliver faster answers and free up the time of its agents, enabling them to focus on more complex queries…
In our latest guest post, noted customer service expert Shep Hyken explains the importance of amazement to keeping your customers happy and loyal. The good news is that delivering amazement doesn’t require over the top customer experience, but instead relies on consistency and predictably good service...
The number of channels available to consumers has skyrocketed with the telephone, email and the web joined by the likes of chat and social media. But which channels do consumers want to use – and what are their expectations in terms of speed? Our latest research gives more insight into channel choice…
Understanding the Voice of the Customer (VoC) is crucial to improving the consumer experience, increasing loyalty and safeguarding revenues. But brand VoC programmes are held back by multiple factors – these are some of the key challenges involving technology, and how they can be overcome.
Contact centre advisors have always been at the frontline of delivering customer service, initially over the phone and then through a range of other channels from email to chat. The role has never been static but is now seeing a rapid transformation. Here are the 4 areas that brands and agents need to focus on for the future.
Despite the focus on big picture CX, the reasons why customers leave a brand are often subtle and can even be the result of an overzealous desire to attract, engage and delight. Here are some of my top customer churn symptoms and cures...