Blog

The three areas to focus on to empower your agents

Published on: January 31, 2022
Author: Pauline Ashenden - Demand Generation Manager

Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better customer experience.

Four key considerations for customer self-service success

Published on: January 24, 2022
Author: Pauline Ashenden - Demand Generation Manager

The average customer today is more digital-savvy than ever and is happy to find answers to routine customer service questions themselves. But for self-service to deliver real ROI you need to overcome four major challenges.

How data analytics can enhance customer service

Published on: January 17, 2022
Author: Pauline Ashenden - Demand Generation Manager

With so much data being generated by around customer service and the customer experience, there’s an increasing role for data analytics to extract learnings and actionable insights.

Highlights from our customer service blog in 2021

Published on: January 10, 2022
Author: Pauline Ashenden - Demand Generation Manager

As we enter the New Year, now’s the time to take stock of opportunities, challenges, and developments for the future.

6 keys to success for outsourced customer service providers

Published on: November 26, 2021
Author: Pauline Ashenden - Demand Generation Manager

Given the growth of the outsourced customer service market, and its competitiveness, outsourcers have to focus on these 6 key areas to drive success...

The secrets to driving up First Contact Resolution rates

Published on: November 19, 2021
Author: Pauline Ashenden - Demand Generation Manager

Being able to resolve customer queries on the first call is one of the hallmarks of good customer service. Our latest blog explores why FCR is such an important metric, why it is particularly relevant today, and how organisations can improve their own FCR rates.

Preparing for future customer service challenges

Published on: November 12, 2021
Author: Pauline Ashenden - Demand Generation Manager

In our latest guest post, Jo Causon, CEO of The Institute of Customer Service, explains how customer service teams have gone above and beyond to deliver an excellent experience, and why now is the time to reset, ready to prepare for an equally unpredictable future

Integrating call recording into Microsoft Teams

Published on: November 05, 2021
Author: Pauline Ashenden - Demand Generation Manager

As contact centres increasingly switch to Microsoft Teams, they need to deliver key functionality, such as call recording via the platform. There are multiple approaches to call recording in Teams – how can you ensure you pick the right solution for your current and future needs?

9 reasons to embrace messaging for customer service

Published on: October 29, 2021
Author: Pauline Ashenden - Demand Generation Manager

The rise of messaging apps has made them a key communication channel for chatting to family, friends, and colleagues. Using the likes of WhatsApp and Facebook Messenger for customer service is also growing – but what are the advantages, and what are the challenges?

The five customer service learnings we can all take from Amazon

Published on: October 22, 2021
Author: Pauline Ashenden - Demand Generation Manager

Over the last 25 years Amazon has become the go-to benchmark for building a successful business. And much of this success has been built on valuing customers and ensuring they are at the heart of virtually every business decision.

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