Delivering a great customer experience is vital to every organization today – and much of the responsibility for delivering this comes down to contact center agents. They are at the frontline of every business, and their performance is crucial to your brand reputation, consumer satisfaction and overall customer retention. Rising contact volumes, across more and more channels...
20 years ago customer service existed in a world dominated by voice, hence the widespread reliance on call centers to manage customer service interactions. Things have obviously moved on since then as email, and more recently digital channels such as social media and chat, have become a regular part of managing customer service delivery. Call centers have now evolved into...
In the past contact centers were often viewed as a cost center, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently. As companies are becoming more customer-centric, this is approach is changing. Now businesses realize that they need to use the customer experience as a differentiating factor if they want...
Twenty years ago, the majority of banking was carried out face-to-face through an extensive branch network and most consumers remained with the same bank for much of their lives.Three factors have dramatically changed this. Firstly, new channels such as the internet have transformed how consumers interact with their banks, while increasing the range of services that they can carry out themsel...
Being able to deliver a superior customer experience can potentially transform your company’s business. It can help to differentiate you from competitors, increase customer loyalty and ultimately help to drive sales and boost revenues. So how do you go from being a customer service laggard to achieving a leadership position – and then ensuring you remain there?
As we move into the busiest part of the year for many contact centres, keeping staff morale high is even more crucial for delivering fast, efficient service. At the same time, contact centres are taking on extra staff to cope with demand, all of whom need to be motivated and trained to be ambassadors for your brand.Together, these factors add to the pressure on contact centre operations. How can y...