Thanks to increased focus and investment in customer experience companies are now improving outcomes when it comes to dealing with customers and reducing the effort involved. However, emotion is still a neglected area. In our latest guest blog CX expert, Martin Hill-Wilson, explains the vital importance of emotion...
2020 has been a turbulent year for everyone – but what has been the impact on customer experience in general, and contact centres in particular? Based on primary research, Contact Babel’s 2020-21 Customer Experience Decision-Makers’ Guide delivers deep insight into the current state of the industry...
Whether you are looking at upgrading or implementing a new call recording solution, transformations in the quality management space driven by new technologies or legislation mean that the call recording market is evolving quickly so there are plenty of exciting developments to consider...
Staff commuting to and from UK's call centres generate an annual 1.3 million tonnes of CO2 emissions alone plus then there are environmental impacts of heating, cooling and powering bricks and mortar contact centre...
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 our latest guest posts, CX expert Jeanne Bliss has been sharing case studies from her new book Would You Do That To Your Mother? These highlight the need to understand the personal impact of your decisions on customers – essentially, would your mother be proud of what you are doing when it comes to customer experience?
In this post we look at auditing your organisation and listening to your frontline staff who spend their days dealing first-hand with queries and issues from consumers. Consequently, they have an unrivalled amount of experience of where there might be gaps and how processes can be improved. Start by asking both agents and managers these nine key questions...
In our latest guest post noted customer experience Jeanne Bliss explains why your CX needs to #MakeMomProud...
Building trust with consumers relies on companies delivering fast, accurate and above all consistent answers to customer service questions. This delivers reassurance to customers, which is always been important but is now vital given the fast-changing nature of the current crisis. Here are 4 areas to focus on to drive consistency…