Tag: Customer engagement

Quality: The Pillar of Customer Experience

Companies are shooting themselves in the foot consistently when it comes to their Customer Experience. Why though…and how do we help them improve? In the past 18 months, we’ve seen several major Customer Experience (CX) blunders from big brands. Three that come...

Diversity & Inclusion: The Keys to Improved Customer Contact

In the world of customer contact, the nurturing of a diverse and inclusive culture not only creates a team that reflects the market it is serving, but it generates an environment where people can bring their whole selves to work...

First Contact Resolution: The key Measure in Contact Centres

There are many common customer service metrics in place in contact centres: CSAT, NPS, FRT, CES, AHT, FCR, the list goes on. Some are more valid than others and some are simply outdated and add confusion and conflict to both the...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...

Warning for Finance and Utilities Over Growing Customer Satisfaction Perception Gap

UK financial services and utilities businesses are underperforming when it comes to complaint handling, despite their growing belief that customers are satisfied with their performance. That is according to Huntswood’s Complaints Outlook 2019 report, which combines research from financial services and utilities firms...

Five Ways Cloud can Empower Your Customer Service Team

As any reader of CXM knows, Customer Experience is a key business differentiator. Businesses working in every sector, from IT to healthcare to retail, needs to deliver fast, effective, and memorable customer service to stand out from the crowd. Consumers...

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...

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...

Customer Focused Strategies. Are they worth it?

Strategic thinking is ‘the art of outdoing an adversary, knowing that the adversary is trying to do the same to you’ (Thinking Strategically – the competitive edge in business, politics and everyday life: Avinash K Dixit & Barry J Nalebuff)....

BA lags behind in social media

Bristish Airways, voted Best Transatlantic Airline 2012 Winner is lagging behind in the social media customer service experience league. Facebook and Twitter have become the two social media networks that are transforming and changing the dynamics of customer service through social...