Tag: Customer Experience

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...

Leadership and the Digital Transformation Journey

Digital transformation is a steady challenge in business today. It, like any other revolution, is all about causing a change. That ‘change’ is about acceptance of digital technology in every field, but what is it exactly, and how can leaders...

Emotions as the next frontier for AI

Explaining to a child how to cross the street in front of their school without being hit by a car only takes a few repetitions and their knowledge can then be generalised to most roads and vehicles. It would instead...

5G: The Data Ownership Debate

5G, the latest generation of cellular network, is dominating media headlines and capturing everyone’s imagination. Among all this noise, one of the growing topics of debate is the continued relevance of Wi-Fi in a 5G world, with many commentators starting...

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 Some are more valid than others and some are simply outdated and add confusion and conflict to both the...

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...

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...

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....

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...