Tag: Contact Centres

Revealed: UK Firms are Overrating Their Customer Experience

A global research study has found that businesses in the UK and elsewhere are overrating their Customer Experience, and are underperforming when it comes to providing omnichannel communication. The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark report polled contact centre leaders in...

Five Point Plan for Desirable Digital Experience

Today’s cloud-based contact centre solutions make it easier to deliver good customer service whatever the channel.  The real challenge is how to provide a Digital Experience that stands out from the crowd when there is so much noise and too...

It’s the end of Phone Support as we Know it (and I Feel Fine)

I rarely use and never want to pick up my phone anymore. That is, the phone part of the phone. I happily use my mobile phone all of the time – to communicate, read, and for entertainment. But using the...

Why Contact Centres Should Think Before They Speak

We’re flush with new ways to engage with customers, but businesses should be more data-driven, rather than simply throwing more manpower on the frontlines. In the era of new contact centre touchpoints, the touchpoints themselves matter less and less because...

People, Peaks and Personality: Getting Recruitment Right in Contact Centres

Recruitment has never been an easy task, regardless of which industry is facing the challenge. Difficulties in finding the right people, at the right time, with the right skills, is something all organisations encounter. One such industry is contact centres....

Putting the Pride Back in Customer Service

Working in a call centre has been seen as the very epitome of the “McJob” – a low-paid, unrewarding role that’s usually viewed as a stepping stone to more responsible, better-paid and more meaningful employment. It shouldn’t be this way. Customer service...

Winning With Complaint Handling Conference: Book Now!

The most exciting gathering of award winners and experts in the field of complaint handling will take place London this autumn at a brand new conference, and now is your chance to join them for a special  discount price. The Winning...

Contact Centre Evolution: Keeping up With Customer Demands

In theory, it has never been easier for consumers to communicate with your business…but are the choices suitable and easy to access? Today’s consumers demand instant, fast, on-the-go interaction with companies, which is why web chats, texts, and social media have...

Slow Customer Service Warning for Brands

Slow service is enough for more than half of British customers to ditch a brand, according to a new survey. A poll of 2,000 UK consumers revealed that 56 percent would stop shopping with a brand that forced them to endure...

Doubts Among Mid-Size Call Centres on Meeting Customer Needs

A majority of European mid-sized call centres understand the advantage in a connected customer journey, but only 14 percent are confident in meeting current and future needs. That is one of the findings published in a new independent research study conducted...