Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better customer experience.
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.
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
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.
Successfully engaging with customers means delivering the right experience, personalised to their needs. This is especially true at the “moments of truth”, highly emotional times when things go wrong and which make or break relationships...
Understanding changing customer needs is vital if companies are to increase engagement, satisfaction and long-term revenues. Listening to the Voice of the Customer (VoC) is central to this – but where should organisations start when it comes to implementing and scaling their programmes?
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...
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...