Reducing incoming call volumes while increasing customer satisfaction
Published on: April 16, 2021
How can contact centres successfully deal with a rising volume of customer calls, delivering efficient, effective and fast service?
FCR
4 Christmas customer service lessons from Santa
Published on: December 18, 2019
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?
How good is Santa at Customer Experience?
Published on: December 18, 2018
As we count down the days until Christmas, children all over the world are getting excited about the imminent appearance of Santa Claus, his reindeer, and his big sack of presents. But how good is his customer experience and what lessons can brands learn from him?
5 ways to get your email customer service ready for 2018
Published on: January 17, 2018
Despite the rise of new channels such as social media, email is still the number one digital channel for customer service, making up an average of 20.5% of incoming interactions to customer service teams. So how can organizations respond quickly, accurately and efficiently?
Getting it right first time – the impact on customer service
Published on: September 22, 2016
According to new research, consumers now believe it takes six different interactions to resolve an issue - how can companies reduce this?
Meeting the needs of contact center agents
Published on: May 18, 2016
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...
The evolution of contact center performance
Published on: September 28, 2015
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...
5 ways knowledge management can transform your customer service
Published on: February 10, 2015
If you ask consumers to list their main issues with poor customer service then receiving inaccurate, incomplete or plain wrong answers are normally at or near the top. Whatever channel they contact you through; consumers want a response that shows you understand their query and an answer that solves their problem. However, contacting a company can often resemble a lucky dip, with consumers re...
Getting it right first time
Published on: August 24, 2012
First Contact Resolution is a key metric for customer service teams. After all if you can satisfactorily deal with an incoming query or complaint quickly, without needing to follow up then it benefits everyone. The customer is happy as they have their answer and don’t need to escalate their query while the contact centre can close the file without needing to call back, delivering an efficien...