Tag: Customer Experience

Emotion, Empathy and Personalisation: How can AI Ever Replace Humans?

There is ever increasing interest in the role emotions play when managing Customer Experience in the contact centre. At the same time, there is a drive to introduce technology such as chatbots to make customer service teams more efficient; removing...

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...

3 Steps to Creating a Kinder Call Centre Experience

We often hear about customer service being increasingly used as a business differentiator, but what does this really mean? After all, customer service comes in many guises and means different things to different people. Some people simply want fast service...

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...

Capgemini to Steer EDF Energy CX Transformation

Capgemini, the digital transformation firm behind major wins at the UK Customer and Digital Experience Awards, has signed a contract with EDF Energy to revamp its CX offering. Through its cloud contact centre solutions brand, Odigo, Capgemini will offer a Contact-Center-as-a-Service (CCaaS) solution, as part...

Dubai Hosts ‘Digital Experience Now’ Networking Event

Contentsquare is making its event debut in Dubai with Digital Experience Now – aka The DEN – a networking conference exclusively for digital leaders across the Middle East and North Africa. Following Visa’s recent report stating that the number of online...

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...

Better Complaint Management Through Customer Journey Mapping

Nobody wants to receive a complaint about their product or service, but the reality is that we can’t please all of our customers all of the time.   The time when customer complaints were hidden is now thankfully long gone. Appearing as...

Judging at the UK Complaint Handling Awards: What I Learned

Basia Szumska-Hare judged at the 2019 UK Complaint Handling Awards in London earlier this month. So, it’s Friday March 8th in London, the sky is blue, the children didn’t complain about getting ready for school, and I didn’t hear any complaints of...

How Effective is Your Complaints Procedure?

So, you have an effective complaints procedure in place; you are engaging with customers, finding problems and working through solutions, but just one important question remains: “How well are we doing?” There is, of course, one clear sign of an effective...