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?
Knowledge base
How to prepare your contact centre for Black Friday and beyond
Published on: November 06, 2020
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?
Why now is a great time to optimise your customer service - Part 1: Start with an audit
Published on: June 24, 2020
Normally retailers, and companies in many other sectors, would now begin preparing for their Peak season. However, in 2020 almost every industry has seen its operations thrown into turmoil. But, no matter how your plans have been affected, now is still a good time to look at auditing and optimising your operations.
3 customer churn symptoms and cures
Published on: January 24, 2020
Despite the focus on big picture CX, the reasons why customers leave a brand are often subtle and can even be the result of an overzealous desire to attract, engage and delight. Here are some of my top customer churn symptoms and cures...
4 ways to differentiate with superior email customer service
Published on: January 15, 2020
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.
With customers becoming more demanding, can self-service really help?
Published on: November 27, 2019
Customer service is continually increasing in both complexity and the volume of interactions. Gartner estimates that 61% of customer journeys require a mix of live agent and self-service to complete – here are 4 ways to maximize self-service while preserving choice...
5 ways training can transform your customer service
Published on: June 19, 2019
Customer service and customer experience need to be constantly improving in order to meet rising customer expectations. Yet staff turnover in contact centers can mean knowledge and best practice can be missing – here are 5 ways that training can help…
Why Knowledge is power
Published on: June 05, 2019
Today’s consumers demand more from the customer experience than in the past, including asking more detailed questions covering a wider range of issues than ever before. This means effectively managing your knowledge is vital – here are 4 ways you can successfully deliver the right answers to your customers across every channel.
Delivering public sector customer experience at a time of change
Published on: October 30, 2018
Driven by budget pressures and rising expectations from citizens public sector organizations are currently undergoing a major change. They need to deliver more with less, but at the same time meet the needs of a more digitally-savvy audience. Achieving this relies on applying four key principles....
Creating the customer service agents of the future
Published on: October 23, 2018
Customer service is changing dramatically, with the rise of artificial intelligence (AI) and automation leading more and more consumers to interact with brands through technologies such as self service. How will this impact the role of the customer service agent in the future?