Thanks to the pandemic this year the Christmas shopping season will take place increasingly online, with consumers embracing ecommerce, many for the first time. What does this mean for customer service and how can companies prepare?
Customers today expect a high quality, integrated and personalised experience, whatever channel they use to make contact with you. Ensuring organisations deliver this efficiently requires them to integrate systems (such as CRM) and channels to provide agents with a complete picture when answering calls....
Collaboration and communication are at the heart of creating a successful, customer-centric business. That’s why an increasing number of organisations are adopting Microsoft Teams to bring their people together seamlessly, wherever they are located...
Lockdowns caused by the pandemic led to contact centres switching to remote working for their agents, often overnight. But as businesses look forward the solutions they quickly put in place to enable remote working may no longer meet their ongoing needs. How can they plan for remote working 2.0?
How can organisations put in place the right strategy for self-service to boost satisfaction and efficiency? Our latest blog outlines the key benefits of self-service and how to deploy it effectively...
While customer service and contact centres have been dramatically impacted by the pandemic, longer-term trends are also reshaping the industry based on changes in customer demand and how companies operate...
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...