How can artificial intelligence help deliver a better customer experience and how far down the path to AI has the industry travelled? What will be the impact on agents and customers?
The pandemic and lockdowns have increased the focus on the human side of customer service, and particularly, the need for agents and organisations to develop emotional intelligence skills to meet their own and customers’ changing needs...
Today’s consumers are increasingly demanding when it comes to customer service, particularly around digital, omnichannel and mobile. How can organisations meet their needs in these three key areas?
Moving forward the needs of customers – and customer service staff – are changing radically. How can contact centres transform successfully?
How are customer needs changing and how satisfied are consumers with the service they are receiving? The latest Institute of Customer Service UK Customer Satisfaction Index provides key insights for everyone in the industry...
The last year has transformed contact centres, with the majority forced to switch to remote working due to pandemic lockdowns. Looking forward, the world of work has changed forever, leading to a need for a hybrid working model within customer service...
The ongoing pandemic makes it difficult to predict the near-future. However, one thing is clear – consumers will continue to demand the highest standards of customer service, whatever channel they use to make contact with you. How can you ensure your contact centre is ready for the challenge?
In current times businesses are looking at how they can optimise their operations and work as efficiently as possible, while still delivering the high levels of customer service that consumers expect. This post outlines 5 key areas to focus on if you want to reduce hidden costs in the contact centre...
As we move forward into 2021, now is the perfect time to review the past year, with all its disruption and challenges. We’ve chosen 8 of our top articles to illustrate the trends and opportunities that 2020 brought...
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.