Given the growth of the outsourced customer service market, and its competitiveness, outsourcers have to focus on these 6 key areas to drive success...
In the old days, the contact centre was seen primarily as a cost centre. Managing it successfully relied on improving productivity and keeping costs low, without impacting the service that was delivered. How are these ideas are being superseded?
As contact centres come to terms with the disruption caused by COVID-19, what are the trends to focus on in 2021? Based on our experience and talking to partners and customers, we’ve highlighted 5 key areas that will impact customer service in the coming year – starting with employee well-being...
Understanding changing customer needs is vital if companies are to increase engagement, satisfaction and long-term revenues. Listening to the Voice of the Customer (VoC) is central to this – but where should organisations start when it comes to implementing and scaling their programmes?
There are two competing approaches to transforming customer experience – central control or delegating it to every team company-wide. Steve Nattress outlines how a hybrid approach can bring the benefits of both...
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...
In previous posts we’ve identified insights that modern customer service teams can learn from the great thinkers of classical antiquity and from key historical figures. In the next instalment of our series we delve into significant quotes from modern business leaders – what can they teach you and your team?
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.
The COVID-19 crisis is impacting us all, so in this post we look at 5 ways for companies to ensure that they are delivering the right service to their customers, creating loyalty - now and in the future…
At this time of change due to the COVID-19 pandemic, the experience and service brands provide is vital. To achieve this, they need to transform how they listen to customers – and act effectively and quickly on their insight.