Tag: Customer service

Medallia Collaborates with Oracle Cloud CX to Help Brands Reinvent Customer Service Engagement

Medallia, Inc., a global leader in experience management and a member of Oracle PartnerNetwork today announced it plans to integrate with Oracle CX Service to deliver real-time feedback on what customers think and feel about customer service interactions with a...

A New Age of Customer Service? What does Teams mean for the Contact Centre?

The adoption of collaboration tools within many enterprises has created a revolution that’s driving a new age of customer service. This revolution is shifting to an evolution as businesses over the years have looked to extract added value from services such...

Human Customer Service Is A Major Opportunity For Customer Experience

With digital transformation and unexpected events such as the current pandemic, customer service calls’ volume keep increasing. Companies that get caught into obsessing on costs invest in strategies that will back-fire and miss out the major opportunity that human customer...

Yearning for Human Engagement: Customer Service in The Next Normal

Human interaction is critical to our wellbeing, which is why many of us struggled with the COVID-19 lockdown. As Nicholas Christakis at Yale put it “The world called on us to suppress our profoundly human and evolutionarily hard-wired impulses for...

Companies Still View Customer Service as an Expense, Report Finds

According to the 2020 State of Customer Service Annual Report by leading growth platform HubSpot, a third of customer service professionals believe that their organisation do not view customer experience as an opportunity for growth, which is an increase from...

The Challenges of Implementing Chatbots for Customer Service

Technology is consistently progressing through new developments that affect everyday life and business. Customer service has seen the benefits of tech through the implementation of chatbots. But there are also challenges that come with chatbots, even as they change our...

You Can’t put a Price on Being Nice: Top Tips for Call Centre Staff

For many organisations, the contact or call centre is still the shopfront of the business. At last count, there were 6,175 contact centres in the UK, employing some 772,500 agents. As the first port of call for clients and customers,...

Aligning the Competing Agendas of Customer Service

It’s time to rethink connected services and the way we interact with our customers. A lot has changed during the last 20 years in the customer service sphere, and it’s vital that companies engaging in it change too – and challenge...

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...

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...