Customer Service

5 ways to get your contact centre fit for 2021

Published on: January 15, 2021
Author: Pauline Ashenden - Demand Generation Manager

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?

Practical ways to reduce hidden contact centre costs

Published on: January 08, 2021
Author: Pauline Ashenden - Demand Generation Manager

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...

How to prepare your contact centre for Black Friday and beyond

Published on: November 06, 2020
Author: Pauline Ashenden - Demand Generation Manager

Thanks to the pandemic this year the Christmas shopping season will take place increasingly online, with consumers embracing ecommerce, many for the first time. What does this mean for customer service and how can companies prepare?

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...

Self-service and its importance to greater customer satisfaction

Published on: October 13, 2020
Author: Pauline Ashenden - Demand Generation Manager

How can organisations put in place the right strategy for self-service to boost satisfaction and efficiency? Our latest blog outlines the key benefits of self-service and how to deploy it effectively...

Why now is a great time to optimise your customer service – Part 3: Putting the right resources in place

Published on: August 05, 2020
Author: Anne-Merete Jensen - Senior Business Consultant

It’s essential that businesses are ready for changing customer needs, especially as we move closer to Peak. In the final part of this three-part series to help companies optimise their customer service operations, Anne-Merete Jensen explains 5 areas to focus on to ensure you have the right resources in place...

Does your customer experience pass the #MakeMomProud test? Part 2

Published on: July 29, 2020
Author: Guest author: Jeanne Bliss

In our latest guest posts, CX expert Jeanne Bliss has been sharing case studies from her new book Would You Do That To Your Mother? These highlight the need to understand the personal impact of your decisions on customers – essentially, would your mother be proud of what you are doing when it comes to customer experience?

Why a consistent customer experience is so important (and how to deliver it)

Published on: July 08, 2020
Author: Pauline Ashenden - Demand Generation Manager

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…

Pages