Teleopti, a Calabrio company, shares a 5-point plan for the new era of Customer Experience Intelligence…
Category: – Customer Service/Experience
Robotic Staff is Tainting Customer Satisfaction
Robotic Staff Service is Tainting Customer Satisfaction for UK Businesses – 91% of people say that…
The Changing Landscape of CX in Contact Centres
The changing landscape of customer experience in contact centres and why brands are still getting complaint…
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…
5 Customer Experience Metrics You Need to Track
Making an argument in support of excellent customer experience (CX) is not hard at all. In…
Are Consumers Ready for Automated Customer Service?
CGS Survey Reveals a Blend of Automation and Human Interaction Will Drive Meaningful Connections Between Customers…
Insurers Neglecting Customer Service on Digital Channels
Insurers neglecting customer service on digital channels, Eptica finds Poor performance and focus on social media…
Consumers of All Ages Want Responsive Customer Service
New YouGov Research Shows Consumers of All Ages Want Responsive Customer Service and Data Security from…
Utilities Customer Satisfaction Firmly On Hold in 2019
New Report from TTi Research Reveals Utilities Customer Satisfaction is firmly ‘On Hold’ in 2019 –…
Poor CX Prevents Citizens accessing Vital Information
Poor customer service prevents UK citizens accessing vital information from councils Over a third (37%) 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…
Bringing Customer Service Into The Digital Age
Bringing Customer Service Into The Digital Age Jeremy Payne, VP of Product Marketing, Enghouse Interactive When…
Zendesk Benchmark Reports on Biggest Gaps in CX
New research shows fast growing small businesses and midsize companies are 40 to 60 percent more…
Putting the Pride Back in Customer Service – Sion Lewis, LogMeIn
Putting the pride back in customer service Sion Lewis, VP of EMEA at LogMeIn, considers why…
Hyper Personalisation Transforms Customer Experience
Hyper personalisation transforms the customer experience – Contact centres failing to provide a hyper personalised experience…
Companies Face Boycotts For Slow Customer Service
Research reveals over half (56%) of Brits would stop shopping with a brand if they experienced…
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…
3 Ways to Create a Kinder Customer Experience
Speech analytics has long been used to determine moments of truth in the customer journey. Today,…
Customer Experience Sector in Ireland – New Report
IDA Ireland Launches new report on Customer Experience Sector in Ireland – Automation and “Chatbots” to…