The recent Institute of Customer Service Conference provided the perfect opportunity to bring the industry together to share best practice, highlight strengths and look to the future. The event’s theme “Reflect, Refocus, Reignite” perfectly summed up what companies and organisations really need to do during these challenging times, as our report explains....
In our latest guest post, noted customer service expert Shep Hyken explains the importance of amazement to keeping your customers happy and loyal. The good news is that delivering amazement doesn’t require over the top customer experience, but instead relies on consistency and predictably good service...
The number of channels available to consumers has skyrocketed with the telephone, email and the web joined by the likes of chat and social media. But which channels do consumers want to use – and what are their expectations in terms of speed? Our latest research gives more insight into channel choice…
Customer satisfaction in the UK is getting worse, according to the latest Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI). Why are brands slipping back and what do they need to put in place to meet rising customer expectations?
Contact centre advisors have always been at the frontline of delivering customer service, initially over the phone and then through a range of other channels from email to chat. The role has never been static but is now seeing a rapid transformation. Here are the 4 areas that brands and agents need to focus on for the future.
In a multichannel world neglecting email for customer service risks both satisfaction and revenues. How can brands therefore successfully cope with the rising volume of email queries? We outline 4 ways to empower agents to differentiate your service.
Having rung in not just another new year, but also a new decade, now is the perfect time to review how customer experience and Voice of the Customer evolved in 2019, what the key topics were, and how they are likely to develop in 2020. We’ve looked through all our posts from last year and have picked a top 10 to start off 2020.
Christmas is nearly upon us and children all around the world are eagerly awaiting the sound of sleigh bells and the arrival of Father Christmas with his sacks of presents. What can hard-working customer service teams learn from Santa Claus this festive season?
As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide, sponsored by Enghouse Interactive. Here are 5 key trends that the guide highlights…
Thanks to the internet, consumers are now living in a world of almost infinite choice. Essentially this means brands need to earn (and retain) the trust of consumers if they want to keep them as customers. Here are 4 ways that listening can help drive greater trust and customer loyalty...