Delivering the right customer experience in financial services has never been more vital – or more difficult. So, how are banks and other financial services businesses responding?
Trends & Markets
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.
With its combination of superior collaboration tools, workplace chat, video meetings, shared file storage, and application integration designed to deliver a powerful collaboration environment, a growing number of contact centres are implementing Microsoft Teams.
Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better customer experience.
As we enter the New Year, now’s the time to take stock of opportunities, challenges, and developments for the future.
In our latest guest post, Jo Causon, CEO of The Institute of Customer Service, explains how customer service teams have gone above and beyond to deliver an excellent experience, and why now is the time to reset, ready to prepare for an equally unpredictable future
As contact centres increasingly switch to Microsoft Teams, they need to deliver key functionality, such as call recording via the platform. There are multiple approaches to call recording in Teams – how can you ensure you pick the right solution for your current and future needs?
From fuel shortages to freak weather events, businesses are facing a range of disruptions caused by factors outside their control. Many of these are impossible to plan for or predict. Here are five ways to ensure your contact centre can cope with unplanned disruptions...
Customers are now more demanding – and want to be able to contact organisations across more and more channels. They expect to be able to swap between these channels as their needs change, meaning the contact centre has to become omnichannel.
In our latest guest blog, industry expert Sandra Thompson explains what Emotional Intelligence (EI) is, and how it can help your teams better deal with the Christmas rush.