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...
The pandemic and the shift to home working have accelerated the trend of contact centres moving to cloud based solutions.
They say patience is a virtue. But not in customer service. Most consumers today want their queries turned around as quickly as possible, without having to wait.
Delivering the right customer experience in financial services has never been more vital – or more difficult. So, how are banks and other financial services businesses responding?