customer-centric

How to build a collaborative contact centre with Microsoft Teams

Published on: October 23, 2020
Author: Pauline Ashenden - Demand Generation Manager

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...

Why listening is key to bridging the CX gap

Published on: August 19, 2020
Author: Steve Nattress

There are two competing approaches to transforming customer experience – central control or delegating it to every team company-wide. Steve Nattress outlines how a hybrid approach can bring the benefits of both...

Customer service: what you can learn from great historical figures

Published on: June 11, 2020
Author: Pauline Ashenden - Demand Generation Manager

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...

Turning the COVID-19 crisis into an opportunity

Published on: April 28, 2020
Author: Manuela Pifani, CXellence Consulting

This week we’re featuring different perspectives on customer service and customer experience during the current COVID-19 pandemic and beyond. Today in a post on our parent company Enghouse Interactive’s blog, award-winning CX expert Manuela Pifani shares her thoughts on how brands can use the crisis as an opportunity to better engage with their customers.

5 ways CEOs can build truly customer-centric organizations

Published on: October 24, 2019
Author: Olivier Njamfa - CEO & Co-Founder

Businesses today are operating in a fast-changing world. They face greater competition than ever before and must transform to meet the changing expectations of customers. This must be lead from the top – here are 5 ways CEOs can successfully build customer-centric organizations.

National Customer Service Week 2019: The 3 key factors behind successful customer service

Published on: October 09, 2019
Author: Pauline Ashenden - Marketing Manager

We’re now partway through National Customer Service Week (NCSW), which runs from the 7th-11th October. While how it is celebrated varies across the globe, there are three factors that unite good customer service - you need to get all of these right if you are to deliver the service and experience that today’s consumers expect.