Knowledge is now more important than ever for effectively dealing with customers’ queries in the contact centre. But at the same time, it is also more difficult to manage in terms of complexity and channel range. Our latest blog explains the essential role of knowledge and highlights key requirements for an effective knowledge management strategy.
How can contact centres successfully deal with a rising volume of customer calls, delivering efficient, effective and fast service?
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?
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.
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...
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.
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...
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…
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.
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....