Every sector faces peaks in demand, where delivering excellent customer service becomes even more business-critical. Being able to scale up (and down) resources to meet changing demand is therefore vital.
It’s essential that businesses are ready for changing customer needs, especially as we move closer to Peak. In the final part of this three-part series to help companies optimise their customer service operations, Anne-Merete Jensen explains 5 areas to focus on to ensure you have the right resources in place...
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.
Retailers need no reminding that we’re coming up to their busiest time of the year. Being able to cope with demand and deliver the experience that customers expect is central to remaining competitive and delivering the right experience, cost-effectively, means focusing on these 6 areas...
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…
Retailers don’t need reminding that the peak Christmas season is now upon us, with Black Friday and Cyber Monday already in full swing. Given the importance of Peak to retail success and ever-increasing competition, it is no exaggeration to say that this Christmas will be make or break for many companies. How can they ensure that they thrive?
As we approach Christmas, the festive shopping season is moving into top gear. At the same time as they are looking for bargains, consumers also want to make their shopping experience as simple, hassle-free and quick as possible.
Planning ahead is central to retail success, which is why during the summer months many retailers are already preparing for the Peak festive shopping season. Given the importance of customer experience to sales success, optimizing CX is high on the list of priorities. So how can you ensure that your customer experience helps you have a Happy Christmas?
While the peak season for retailers isn’t yet over, many companies are already taking stock and looking at their performance, as well as studying the wider trends that emerged in the run up to Christmas 2015.The positive news is that overall spending in the US was up by nearly 8%, according to figures from MasterCard. However, not every retailer will have felt the benefit...
With the holidays now nearly upon us, spare a thought for customer service teams who have to keep working right up to, and through, Christmas itself. For retailers, the gap between fulfilling last minute orders and the start of the sales is now measured in hours, while consumer electronics manufacturers have to be ready to deal with any queries from customers trying to get their new...