To inspire today’s customer service leaders we’ve collected key quotes from great thinkers and writers from across history, explaining how they can drive improvements across your organisation. This week’s post focuses on classical philosophers, playwrights, emperors, orators, poets and fabulists...
The pandemic is accelerating digital transformation and a need for greater customer engagement in many verticals, and banking is a prime example. We look at the current state of banking customer service, based our latest search.
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…
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.
Consumers expect the same high levels of service from every company in any sector. This means that any business in almost any industry can learn from service-oriented sectors such as restaurants and hospitality, especially from Fred Sirieix’s 10 Golden Rules of Service.
At this time of change due to the COVID-19 pandemic, the experience and service brands provide is vital. To achieve this, they need to transform how they listen to customers – and act effectively and quickly on their insight.
Digital channels are now a vital part of the customer relationship, across every sector. Now, more than ever, it is essential that UK brands provide the right levels of service on them. We evaluated how they are doing…
Self-service is already a key part of delivering the customer experience that today’s consumers expect. How will it develop over the next 5 years due to AI and other innovations?
Customer expectations are continually rising – particularly when it comes to the service they receive from businesses and the channels they use. We looked at the impact of demographics on customer service channel choice…
Delivering superior customer service requires balancing resources and channels to meet the full range of consumer needs. Read how luxury brand Montblanc has implemented Eptica self-service to deliver faster answers and free up the time of its agents, enabling them to focus on more complex queries…