How are customer needs changing and how satisfied are consumers with the service they are receiving? The latest Institute of Customer Service UK Customer Satisfaction Index provides key insights for everyone in the industry...
The last year has transformed contact centres, with the majority forced to switch to remote working due to pandemic lockdowns. Looking forward, the world of work has changed forever, leading to a need for a hybrid working model within customer service...
Successfully delivering high-quality customer service starts with having the right technology infrastructure in place. How can you ensure you pick the best solution for your needs?
With customer experience now key to winning and retaining business for every organisation how can contact centres play their part?
The ongoing pandemic makes it difficult to predict the near-future. However, one thing is clear – consumers will continue to demand the highest standards of customer service, whatever channel they use to make contact with you. How can you ensure your contact centre is ready for the challenge?
In current times businesses are looking at how they can optimise their operations and work as efficiently as possible, while still delivering the high levels of customer service that consumers expect. This post outlines 5 key areas to focus on if you want to reduce hidden costs in the contact centre...
As we move forward into 2021, now is the perfect time to review the past year, with all its disruption and challenges. We’ve chosen 8 of our top articles to illustrate the trends and opportunities that 2020 brought...
When it comes to customer service, Father Christmas has been delighting children for countless years. Our last blog of the year looks at the secrets of his success – and how contact centres can learn from him...
Extending video into customer service delivers major benefits to both consumers and organisations – our new blog explains the advantages and how it can be incorporated into your contact centre.
As contact centres come to terms with the disruption caused by COVID-19, what are the trends to focus on in 2021? Based on our experience and talking to partners and customers, we’ve highlighted 5 key areas that will impact customer service in the coming year – starting with employee well-being...