Organisations understand the value of empathy to strengthening the customer relationship, boosting satisfaction, and increasing loyalty. But many still struggle to build empathy into their customer service interactions – why is this? Noted CX expert Adrian Swinscoe explains in our latest guest blog...
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?
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...
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?
While customer service and contact centres have been dramatically impacted by the pandemic, longer-term trends are also reshaping the industry based on changes in customer demand and how companies operate...
Whether you are looking at upgrading or implementing a new call recording solution, transformations in the quality management space driven by new technologies or legislation mean that the call recording market is evolving quickly so there are plenty of exciting developments to consider...
Staff commuting to and from UK's call centres generate an annual 1.3 million tonnes of CO2 emissions alone plus then there are environmental impacts of heating, cooling and powering bricks and mortar contact centre...
Building trust with consumers relies on companies delivering fast, accurate and above all consistent answers to customer service questions. This delivers reassurance to customers, which is always been important but is now vital given the fast-changing nature of the current crisis. Here are 4 areas to focus on to drive consistency…
To help inspire customer service teams, we’ve looked back through history to pinpoint key insights that help deliver best practice today. In the first of our three-part-series we focused on the thoughts of the great minds of classical antiquity. In this follow-up, we focus on pearls of wisdom from key historical figures from the Renaissance to the late modern period...
The COVID-19 crisis is impacting us all, so in this post we look at 5 ways for companies to ensure that they are delivering the right service to their customers, creating loyalty - now and in the future…