Recording calls and other customer service interactions is key for compliance, quality control and improving the overall experience.
2023 promises to be a challenging year economically, directly impact customer service teams. What can we learn from 2022 as we set out strategies for the year ahead?
Father Christmas sets the gold standard when it comes to delivering amazing customer service under extreme pressure. So, what’s the secret of his success?
Increasingly contact centres are migrating to the cloud for the ability it gives them to deploy new technology, faster and with greater ease.
Using knowledge effectively is key to driving excellence in customer service, particularly as queries become increasingly complex and information changes ever faster.
If customers are kept waiting too long to speak to an agent, the chances are they’ll become frustrated and just hang up, potentially impacting loyalty and revenues.
As housing association tenants increasingly embrace digital channels, AI-powered chatbots provide a new way of engaging with customers and meeting their needs. How can housing associations implement them effectively and what are the advantages?
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...