With more and more contact centres seeing the benefits of moving to the cloud, companies are asking more detailed questions about the functionality and advantages that it provides.
Customers want their queries answered accurately without having to make contact more than once. That makes achieving high First Contact Resolution (FCR) rates vital to the overall customer experience.
A lot has been said about the importance of digital transformation in business today, including in customer experience. But many transformations fail to deliver the benefits they promised. In our latest blog we describe how you can increase your chances of a digital CX success by following a structured process that focuses on four key considerations...
Driven by the rise of agile new entrants and the emergence of new digital channels, financial services companies are looking to new technology to digitise and automate customer service. Our latest blog explains how businesses in the sector can address key challenges around security, compliance, personalisation and efficiency to digitise and transform customer service.
The contact centre, like all parts of the organisation, must work towards reducing emissions and ensure the future of the planet.
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.
The standard of business-to-business (B2B) customer service delivered by companies is central to retaining and growing clients and revenues. And while it has many similarities to its B2C cousin, it has its own particular challenges. In our new blog we explain the differences between B2B and B2C customer service, and the best practice you need to drive success.
Digital technology offers local councils enormous potential in how they serve their local communities. Technology can drive greater efficiency and cost savings, deliver better experiences, and help increase citizen engagement.
Understanding the customer is the start point of delivering excellence in customer service. However, research covered in our latest blog identifies three disconnects between companies and their customers...
91% of contact centres now have some form of self-service in place for customers according to the ContactBabel Inner Circle Guide to AI-powered Self-Service...