Linguistics

Why the future of digital CX requires the death of the ticket

Published on: February 14, 2017
Author: Steve Nattress

When companies began using digital channels for customer service, they needed a way of keeping track of every incoming query so that they could ensure that they were handled effectively and responses dispatched in a timely manner. To achieve this they adopted a service/help desk concept - but this is no longer enough for consumers...

How satisfied are consumers with the APAC hospitality sector?

Published on: December 21, 2015
Author: Vincent Giraud - Business Development Manager

Customer satisfaction is key to success in every industry across Asia Pacific, but in few places is it as visible as the hospitality sector. The service a consumer receives contributes a large part of the experience in a restaurant, hotel or attraction – meaning it can make the difference between a satisfied customer and one that will never return. Additionally, in the age of social media an...

Telecoms customer complaints rising in the UK

Published on: December 18, 2015
Author: Eptica

Telecoms has always been important at Christmas, with families and friends keeping in touch by telephone for many years. However, the rise of superfast broadband, social media, IP telephony and on-demand/pay-TV services mean that it is now an essential part of the Christmas experience for the majority of families. Whether it is watching sport on satellite TV, downloading the latest music...

Customer service in a multigenerational world

Published on: December 16, 2015
Author: Dharmesh Ghedia

Housing demographics are changing across the world, driven by longer lives and the increasing cost of getting onto the property ladder. In the United States 4 out of 5 households don’t fit the traditional mold of two parents and pre-college kids, with a growing number containing multiple generations, such as grandparents or boomerang children that have left, then returned home...

5 Ways of improving handling times this Christmas

Published on: December 09, 2015
Author: Anne-Merete Jensen - Senior Business Consultant

We’re now into the busiest time of year for retail, with contact centers facing huge volumes of incoming queries from consumers on the phone, email, Twitter, Facebook and chat channels. This means that even if companies deploy effective web self-service systems to provide consumers with fast, consistent answers to their most commonly asked questions...

How APAC brands can improve the customer experience

Published on: December 07, 2015
Author: Vincent Giraud - Business Development Manager

Increased competition and ever more demanding consumers mean that organizations across the Asia Pacific region need to focus on continually improving the customer experience that they offer. However, given the complexity of today’s multichannel world, knowing where to begin with customer experience can appear daunting. Jeff Rajeck, APAC research analyst at Econsultancy, recently published...

The state of UK email customer service

Published on: November 18, 2015
Author: Steve Nattress

In an era where social media, self-service and chat are being increasingly used for customer service, it is easy for organisations to overlook email or to not provide the channel with sufficient resources. Yet new research from analysts Contact Babel in The 2015 UK Contact Centre Decision-Maker’s Guide emphasise its importance while evaluating cost and time taken to answer...

7 ways banks can transform customer experience

Published on: November 13, 2015
Author: Dharmesh Ghedia

Banks and other financial service providers are facing unprecedented challenges. Not only are regulatory pressures increasing, but a new wave of financial start-ups is entering the market, using technology to transform everything from loans to payment processing. Whether it is new branch-based banking, different ways of raising finance through crowdfunding sites such as...

5 key customer service skills – and how technology can help improve them

Published on: November 06, 2015
Author: Anne-Merete Jensen - Senior Business Consultant

Recruiting and retaining high quality customer service staff is one of the cornerstones of keeping consumers happy and loyal. Even with the rise of self-service options, for the majority of channels (email, social media, chat, phone, face to face) the experience created by the people you employ is crucial to the success or failure of the customer relationship. Gartner predicts...

6 ways of delivering successful knowledge management projects

Published on: October 28, 2015
Author: Dharmesh Ghedia

In a more and more complex world, consumers are asking an increasing number of questions – and want fast, accurate answers, whatever channel they use to make contact on. Delivering consistent, accurate and compliant answers is at the heart of delivering the excellent customer service that they require, meaning that knowledge management has moved center stage...

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