Archives

Call Recording and the Future of Enhanced Customer Service

Historically, businesses have primarily perceived call recording as a regulatory insurance policy. The typical process was that calls were recorded, archived, and then accessed whenever a complaint was made. Some organisations still see call recording primarily in this way today. Other businesses...

Let’s Get Healthy Trains Co-op Staff to Help Vulnerable Customers and Colleagues

UK Employee Experience Award winner Let’s Get Healthy is behind a new campaign to help the Co-op support customers and colleagues who have suffered a bereavement. Let’s Get Healthy, which won Gold in the Health & Wellbeing category at the 2018 UK Employee...

Customers Choosing Brands They Agree With Ethically

Thirty-five percent of UK customers only engage with brands they agree with ethically, highlighting the need for brands to consider more than just products and price points. A new report published by customer engagement specialist ELLO Media, Understanding Customer Expectations of Brand Loyalty...

Fighting Back Against Burnout

According to HSE, around 15.4 million working days were lost due to work-related stress or anxiety last year, with 23 percent of full-time employees admitting to feeling burned out at work all the time. Following these recent statistics, we wanted to...

Fan Service: Arsenal FC’s Branding Boss Talks CX Goals

Charles Allen is Head of marketing with one of the Premier League’s most beloved institutions, Arsenal FC, and a speaker at the upcoming Brand Marketing Summit Europe, hosted by Incite group in London on June 25 -26. Charles is one of...

Ten Worst Phrases a Contact Centre Worker can Say

“Calm down” has been voted the worst thing to say to customers over the phone, according to a new poll of more than 100 call centre and customer service professionals. In a survey carried out by enterprise communications company Fuze at the...

CXM Book Club: Redesigning the Way Work Works

We are in the midst of a landmark transformation in working culture, with both the biggest companies and the smallest start-ups faced with a workforce holding dramatically different expectations – and needs – from those in years gone by. Such changes...

Seven Steps to Effective Contact Centre Transformation

Everyone is someone’s customer, and every single one of us knows how we want to be treated. Yet we’ve all had experiences that have influenced our opinion of a brand, but actually little or nothing to do with the product...

Optimising Communications for Frictionless CX

Forecasts of a downturn in the travel market following the referendum vote to leave the EU in June 2016 have largely been defied. In 2017, UK residents took 72.8 million trips abroad, up three percent from 2016. The number of...

Efficiency through Contact Centre Basics

In order to run a successful contact centre, operational efficiency needs to be continuously upheld. There are different components to contact centre efficiency, including how your staff interact with customers; how streamlined procedures are; and whether operations are running in...