Tag: Customer service

Customer interaction analytics: the secret to modern CX

Over the past year, keeping up and responding to customers has become a feat for businesses. In today’s digital world, contact centres are juggling more conversations than ever before and on an increasing number of channels. Without a doubt, digital...

How the MYRenault app set on a journey to improve brand loyalty

Have you heard a story about MYReanult, the app that was designed to balance customer needs, market conditions, and digital solutions? Axis Partners reveals how one website transformed into a highly engaging app to deliver a meaningful purpose and enhance...

3 ways gig customer service is shaping the CX industry

As customer demands grow, so does the need for customer experience operations to go beyond what’s known to be traditional customer service. There’s an expanding urgency for brands to offer a dynamic and highly personalized service and a need for...

Are you still blaming Covid-19 for shoddy customer experience?

When the pandemic hit in March 2020, businesses had to adjust to remote working. Our customers were patient when they had to wait a little longer for a delivery or an email to arrive. However, there’s mounting evidence that customers...

Spark kicked off a new initiative with Calabrio to align customer and employee experiences

Spark, New Zealand’s telecommunications and digital services company, chooses to support 1500 employees in the multi-channel customer services with the help of Calabrio. The cloud-first workforce management solution coming from Calabrio should enable Spark and other companies to balance customer and...

Rethinking Retail Customer Services in 2021

What are the biggest challenges retail customer services face in 2021? How can they overcome these obstacles to deliver what customers want? In their latest press release, FM Outsource shares valuable data that might help retail services strategize around online...

How to build your brand in 2021

After 2020, the rules have changed for many brands. Along with the expected advances in consumer interests, brands have to consider rapidly changing consumer behaviour, navigate a fluctuating economy, and also be mindful of the difficult times that their audience...

To go from bad CX to good CX, it’s time for organisations to ‘Think different’

CX has seen a major shift away from product-centricity into customer-centricity, as befits the new, consumer-enabled digital world – especially true today. A poorly implemented CX initiative is often worse for both customer and business than having no CX initiative at...

Giving Compliments

In Dale Carnegie’s book How to Win Friends and Influence People, he talks about giving compliments as being like leaving beacons of light. The world is a very small place and before you know it, you’ll do a full circle...

Accelerating Customer Service: Streamlining Businesses for the Subscription Economy

The impacts of COVID-19 won’t be temporary. Customer experience as we know it is coming to an end. But luckily, we can all learn from the changes to come.    Over the next year, we will shift further from a physical...