2021 The year of the customer experience in the contact centre where technology will intertwine as…
Category: – Customer Service/Experience
New Research Reveals Impact of Poor Customer Service
New research reveals impact of poor customer service – Five9 study of over 1,000 consumers sheds…
White Papers & Guides: The Power of Emotion in Customer Service
Contact Centre White Papers & Guides – The Power of Emotion in Customer Service from Business…
Alphabet wins Customer Service Excellence Award
Alphabet wins ‘Customer Service Excellence’ at Car Finance Awards 2020 Leasing and mobility specialist, Alphabet (GB)…
Turn Customers into Fans with help from a CX Rockstar
Turn Customers into Fans with help from a CX Rockstar The pandemic has changed how contact…
The Human Touch: Customer Service in Time of COVID
The human touch: customer service in the time of COVID Martin Taylor, Deputy CEO and Co-Founder…
What Came First COVID-19 or Poor Customer Service?
What came first COVID-19 or poor customer service? Just like the chicken or egg conundrum the…
Contact Centre Reach Out to Customers hit by COVID
Sigma Financial Group’s Contact centre staff Reach:Out to energy customers hit by Covid storm An outsourcing…
Brits Frustrated at Long Waiting Times at Contact Centres
Left on hold – Two-thirds of Brits frustrated at long customer service waiting times at contact…
Talkative Partner with Formula 1® To Improve CX
Talkative has announced a long-term partnership with Formula 1® using customer contact technology to manage interactions…
Implement a Preventative Customer Engagement Strategy
How to implement a ‘preventative’ customer engagement strategy in your contact centre There is a tendency…
Mastering the Art of cost-saving in Customer Service
Mastering the art of cost-saving in customer service – As lockdown continues to ease, it pays…
Contact Centre Customer Experience and the financial sector
Contact Centre CX and the financial sector As customer experience continues to rise, in spite of…
How Voice Analytics Can Improve Your Customer Service
How voice analytics can improve your customer service – How to turn negative emotions into a…
Travel Bookings Rise Contact Centres Need to Provide The Best CX
Travel Bookings On The Up, Contact Centres Need to Provide The Best CX according to Nino…
Customer Trust is Built by Delivering On Promises – FACT
Trust sits high on the priority list of many large organisations. Leaders talk frequently of the…
The Power of Customer Service in Influencing Loyalty
Zendesk Releases New Research With Insights on the Power of Service in Influencing Customer Loyalty Annual…
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…
Multi-Generational Consumer Demands in Contact Centres
Meeting Multi-generational Consumer Demands – Jeremy Payne, VP of Alliances, Enghouse Interactive, discusses how your contact…