Author: CXM Editorial

Overcoming Four Key Barriers: Go from Zero to Hero in Your Customer’s Eyes

Starting a business is by no means a small feat. Making sure it is successful is even harder. You rely on your team to be the face of the company, but with all the things needed to be done in...

The 4 contact centre ‘killer’ channels for 2014

As multichannel comes of age in 2014, Richard McCrossan, Strategic Business Director at Genesys, shares his list of the top emerging trends for 2014 in the contact centre. According to a recent Ovum international study of 8,000 consumers, the majority of...

How linguistics can transform the customer experience

In today’s competitive environment, the customer experience has never been so important. Organisations need an innovative approach to deal with an increasing number of customer queries while reducing costs and improving the quality, speed and efficiency of every interaction. An ever-increasing...

Barclaycard – ViP Spain

They said it couldn’t be done! But we proved them wrong! Our mission: ViP Spain – to provide Barclaycards Spanish Customers with the latest strategic servicing platform to enable our Agents in Zaragoza to provide the very best customer service coupled...

Even greater commitment to customer service sees World First triumph

World First is leading foreign exchange company, offering individuals and businesses the best exchange rates and excellent service. They were crowned in the financial services (banking and investment) category at the 2013 UK Customer Experience Awards. Here Nick Jones, Head...

Britain is bouncing back

The Bank of England’s governor, Mark Carney, recently said of the UK economy: “For the first time in a long time you don’t have to be an optimist to see the glass is half full. The recovery has finally taken...

Nationwide are wowing their customers

Nationwide’s Barking branch won the Team of the Year (Financial) at the UKCE Awards in October… So how did this small branch in East London make such a BIG impact on its customers? To put it simply, the team in Barking...

Customer Service for Financial Services

Knowledge based systems offer many unique benefits – Effective customer service software provides multiple advantages for financial services enterprises. Effective customer service is geared towards promoting a cordial relationship between a company and the people who patronize it. In its simplest...

Creating Engagement Through Empathy Engineering?

So how do you build truly great levels of customer value? We have all heard the stories about customers with an 85% satisfaction rating being almost as likely to leave you as those with a 60% rating. Well, perhaps that is...

Customer Experience & eCommerce…

In the world of eCommerce every interaction matters. Just one minute of downtime can cost a retailer thousands of pounds in lost revenue, as well as significant damage to its brand reputation and the business. In light of this, IT is...