Tag: Omnichannel

Five Point Plan for Desirable Digital Experience

Today’s cloud-based contact centre solutions make it easier to deliver good customer service whatever the channel.  The real challenge is how to provide a Digital Experience that stands out from the crowd when there is so much noise and too...

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....

Measuring the Always-Connected Customer

Today’s consumers want it all – freedom to research purchases using any device (66 percent), the ability to visit stores if the internet doesn’t meet their needs (49 percent), and personalised advertising offers (26 percent) – all as part of...

Why ‘Omnichannel’ Translates to ‘Customer-Centric’

When it comes to Customer Experience, “omnichannel” has grown to be one of those inescapable buzzwords. So, what does the term mean, exactly? HubSpot’s definition states: “Omnichannel experience is a multi-channel approach to marketing, selling, and serving customers in a way that...

Driving Customer Experience Through Data

In today’s increasingly tech-driven society, customer expectations on the speed and convenience of interactions with businesses have never been higher. In every sector, companies are undergoing a process of digital transformation to ensure they deliver seamless experiences to the consumer....

Strategic AI Implementation: Crucial for CX Improvement

Artificial Intelligence (AI) plays an important role in Customer Experience, marketing, and personalisation; It has the power to generate predictions about what goods and services customers are likely to want, when the demand will arise or propensity to switch will...

It’s Time for the Chatbot 2.0

Have you been the victim of chatbot incompetence recently? It typically starts with a specific query that you need help with. You don’t have the time to listen to the contact centre’s hold music, so you turn to the company’s...

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...

Slow Customer Service Warning for Brands

Slow service is enough for more than half of British customers to ditch a brand, according to a new survey. A poll of 2,000 UK consumers revealed that 56 percent would stop shopping with a brand that forced them to endure...

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...