CX & Contact Centres: What Will Change in 2019?
In 2018 it was predicted that voice would soon be dead and that the only sounds heard in contact centres…
Customer Service
Good Customer Service Starts & Ends with People
Well-trained human agents blended with AI innovation and flexible cloud-based technology combine to create the perfect customer experience Colin Hay…
Bad Customer Service Stops Consumers Shopping Retailer
Bad customer service stops six in ten consumers shopping with a retailer Research reveals UK customers’ main frustrations when dealing…
Great Customer Service in your Contact Centre?
I wonder if anyone knows when the last of the men in brown coats disappeared. Do you remember those gentlemen,…
Marks & Spencer Enhance CX Through Rant & Rave
Marks & Spencer enhances customer experience through Rant & Rave partnership Retailer implements technology to understand and respond to customer…
What customers want (What they really really want….)
Sundeep Boughan at Puzzel, discussing how it’s important to look at what customers want, compared to the customer experience you…
How Informed Contact Centres Keep Customers Happy
When it comes to growing the bottom line and long-term growth, one of the most important factors is customer satisfaction…
Minimise Customer Effort & Maximise Customer Satisfaction
Making life easier for customers is the first step towards brand loyalty and business success. Magnus Geverts at Teleopti shares…
We’re in danger of losing our softer side of customer service
What is your favourite way to communicate? Email, WhatsApp, Snapchat, Twitter? Whichever it is, it’s increasingly unlikely to involve having…
Disconnected Systems are Destroying Customer Experience
When asked, most executives would indicate that one of their strategic priorities is to deliver an excellent customer experience (CX)….
Digitally Enhance Customer Service. Don’t Fully Automate It
As the saying goes, “A problem shared is a problem halved.” Why then are many organisations automating their customer service…
Emergence of Artificial Intelligence within Customer Service
The Emergence of Artificial Intelligence within Customer Service – IFS Customer Engagement Artificial intelligence has the potential to transform the…
Poorly Executed Customer Service Is A Business Killer
Digital transformation is good for everyone, as long as businesses don’t forget the customer service basics says Richard McCrossan, Head…
Rise of the Customer Service Robots: AI vs EI
With many call centres bracing for the hard impact of automation, it is feared that almost 46,000 jobs in customer…
Reactive vs Proactive Customer Service. Which is Best?
CX: Digital or live? Technology advancements make it tempting for businesses to ‘go digital’ but when it comes to providing…
The Wow Factor – Does It Really Matter asks Teleopti
In today’s super-connected world, products are easy to find so how do you stand out from the crowd? Three Rules…
Customer Interaction – 8 Ways to Re-Energise Customer Service
Customer Interaction – Keep it simple: 8 Ways to re-energise customer service Turning customer interactions into opportunities is easier than…
NICE Webinar: The Future of Customer Service
NICE Webinar: The Future of Customer Service Presented By: Guest speaker, Mary Wardley, Program Vice President, IDC Research and Aviad…
dancing lion: Why Apple is the King of Customer Service
Big news in the business world! There’s a four horse race to become the world’s first trillion dollar company. At…