Giving the customer control of the contact centre experience
Experience customisation is an innovation that’s blossoming in the 21st century. Technology has advanced to the point where a technologically-delivered…
Customer Experience
Multi-Generational Consumer Demands in Contact Centres
What Does a Great Customer Experience Look Like?
Banking CX Predictions in the Contact Centre 2020
Dreams To Elevate Customer Experience To Unrivalled Levels
Sabio Discusses the Frustrations of CX in 2020
Is Tech Holding You Back from Delivering Exceptional CX?
The New Era of Customer Experience Intelligence
The Changing Landscape of CX in Contact Centres
Purpose-Built CX Ensure Banks Meet Needs of Customers
Purpose-Built CX Platforms ensure banks are meeting the needs of vulnerable customers within the contact centre environment says Clarabridge FCA…
5 Customer Experience Metrics You Need to Track
Making an argument in support of excellent customer experience (CX) is not hard at all. In fact the majority of…
3 Steps from WFM to WFO for Exceptional Customer Service
What’s next for WFM? 3 Steps from WFM to WFO for exceptional customer service It’s time to transition from Workforce…
Zendesk Benchmark Reports on Biggest Gaps in CX
New research shows fast growing small businesses and midsize companies are 40 to 60 percent more likely to take an…
Hyper Personalisation Transforms Customer Experience
Hyper personalisation transforms the customer experience – Contact centres failing to provide a hyper personalised experience for its customers will…
Make Sure your CX is Switched on During the Big Switch-Off
In 2015, British Telecom (BT) announced it would be switching off the UK’s legacy PSTN and ISDN networks by 2025,…
3 Ways to Create a Kinder Customer Experience
Speech analytics has long been used to determine moments of truth in the customer journey. Today, they are helping to…
Customer Experience Sector in Ireland – New Report
IDA Ireland Launches new report on Customer Experience Sector in Ireland – Automation and “Chatbots” to transform contact centre industry…
How to Personalise the Customer Experience
Recent independent research by Opinion Matters showed that customers want to know why you’re calling them and where you got…
So what is this Customer Experience all about?
What is Customer Experience? Peter Tetlow, Client Solutions Director at Ventrica, explains his take on what customer service is for…