Digital channels are now a vital part of the customer relationship, across every sector. Now, more than ever, it is essential that UK brands provide the right levels of service on them. We evaluated how they are doing…
Self-service is already a key part of delivering the customer experience that today’s consumers expect. How will it develop over the next 5 years due to AI and other innovations?
Customer expectations are continually rising – particularly when it comes to the service they receive from businesses and the channels they use. We looked at the impact of demographics on customer service channel choice…
Delivering superior customer service requires balancing resources and channels to meet the full range of consumer needs. Read how luxury brand Montblanc has implemented Eptica self-service to deliver faster answers and free up the time of its agents, enabling them to focus on more complex queries…
The number of channels available to consumers has skyrocketed with the telephone, email and the web joined by the likes of chat and social media. But which channels do consumers want to use – and what are their expectations in terms of speed? Our latest research gives more insight into channel choice…
Contact centre advisors have always been at the frontline of delivering customer service, initially over the phone and then through a range of other channels from email to chat. The role has never been static but is now seeing a rapid transformation. Here are the 4 areas that brands and agents need to focus on for the future.
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...
As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide, sponsored by Enghouse Interactive. Here are 5 key trends that the guide highlights…
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...
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...