Knowledge

The 10 steps to digital customer experience success in banking

Published on: August 14, 2015
Author: Pauline Ashenden - Demand Generation Manager

Twenty years ago, the majority of banking was carried out face-to-face through an extensive branch network and most consumers remained with the same bank for much of their lives.Three factors have dramatically changed this. Firstly, new channels such as the internet have transformed how consumers interact with their banks, while increasing the range of services that they can carry out themsel...

Moving from phone to email – the lessons for US customer service

Published on: August 07, 2015
Author: Olivier Njamfa - CEO & Co-Founder

Between different countries and demographic groups there is an enormous variation in which channels consumers prefer to use to contact organizations, particularly for customer service. In this multichannel world, companies need to offer all relevant channels, but also have to understand which best fits their requirements of their key demographic groups, so they ensure they deliver superior service...

Reducing the cost of telephone customer service

Published on: July 15, 2015
Author: Pauline Ashenden - Demand Generation Manager

Despite the rise of digital channels and the growth of multichannel customer service, the telephone remains vital for businesses and consumers. In fact, while customers are certainly increasing their use of online self-service resources, web chat and social, research from Forrester indicates that 73% still use the phone for customer service. However, one of the biggest issues...

The 3 capabilities needed to empower customer service employees

Published on: July 08, 2015
Author: Anne-Merete Jensen - Senior Business Consultant

Employees are at the frontline of delivering the right experience to customers. No matter how strong your processes are, customer service comes down to the people who provide it. Staff who fail to show empathy or, even worse, are rude or sound bored risk damaging your brand and hitting customer loyalty. In comparison, agents who go the extra mile, being helpful...

5 ways of improving your customer service knowledge base

Published on: June 03, 2015
Author: Steve Nattress

Fast access to the right information, in the right form, is an essential part of delivering excellent customer service. Whether it is through self-service systems on the web, or providing agents on the phone, email, social media or chat channels with consistent and accurate information, knowledge is the cornerstone of a successful customer experience.A company’s knowledge base...

The 5 key areas to invest in to improve customer service

Published on: May 14, 2015
Author: Pauline Ashenden - Marketing Manager

Customer service directors face increasing challenges. They have to deal with a growing number of queries, calls, emails and tweets from consumers, who demand the highest levels of service, irrespective of channel. At the same time, they have to balance their budgets and ensure that they are delivering value to the business through efficient and cost-effective operations.Meeting these two objectiv...

How technology can bridge the customer engagement gap

Published on: April 21, 2015
Author: Robin Tandon - Senior Product Marketing Director

In a previous blog post I highlighted the growing gap between customers and companies, and how this lack of understanding is undermining efforts to improve customer experience.This was demonstrated by the Eptica Study: The Power of Linguistics in Customer Service. Based on research with both consumers and agents, it sought to identify the frustrations that are undermining the UK customer...

Meeting rising email expectations in customer service

Published on: April 17, 2015
Author: Pauline Ashenden - Demand Generation Manager

Companies face two key challenges when it comes to delivering customer service today. First, consumer expectations are continually rising, with every organization, no matter what sector they are in, judged against the standards of the best. This means simply outshining your peers is not enough – you need to compete with every company that a consumer might interact with in order to win their ...

5 ways of spring cleaning your customer service

Published on: April 01, 2015
Author: Anne-Merete Jensen - Senior Business Consultant

Now that the clocks have gone forward, the weather is improving and the Easter break is nearly upon us, many people are setting to work on de-cluttering their houses and sprucing up their gardens. For those of us working in customer service, it is a good time to apply the same spring clean mentality to our contact centers, blowing away the cobwebs and ensuring that everything is performing smoothl...

5 ways knowledge management can transform your customer service

Published on: February 10, 2015
Author: Steve Nattress

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...

Pages