18 Dec 2020
An inside look at the CX trends that will define 2021
One thing is certain: 2021 will be interesting. Customer contact centres are experimenting with new ways to enhance customer experience and are continuing to adapt to COVID-19. What solutions are proving most valuable, and is your organisation ready? Read on to learn about the essential trends CX leaders will adopt.
10 Dec 2020
Reshaping user experience and improving agent satisfaction through gamification
Meeting KPIs and customer expectations requires top-notch operations and cutting-edge technology, but the human touch is vital to developing brand-customer relationships. When it comes to customer experience (CX), training and empowering employees with tools is important but ensuring their happiness is key. In recent years, the gamification of user experience has become a much-vaunted method to raise contact centre agent morale. But does it actually work? Read on to find out.
3 Dec 2020
Boost agent performance and increase customer satisfaction with workforce optimisation strategies
Contact centre managers looking to position their organisations ahead of the competition know that optimising their workforce is key. Workforce optimisation strategies such as quality management (QM) and workforce management (WFM) increase operational efficiency, strengthen agent performance and lead to best-in-class customer experience. Read on to learn how.
23 Nov 2020
Channel-less customer experience is built on personalisation
The COVID-19 pandemic has wreaked havoc on long-established business models and thrown into disarray organisations’ short and long-term plans. As a new reality has forced a radical shift in customer experience (CX), contact centre managers eager to stay competitive must adjust to changing customer needs and expectations, with personalisation topping the list.
18 Nov 2020
3 steps to becoming an agile contact centre
Leading brands understand how vital it is to be proactive, adaptive and flexible. In today’s fast-changing world, this means providing customers with convenient, effective and personalised customer support. For large organisations, implementing an agile contact centre does not just resolve customers’ issues but enhances a brand’s reputation and drives growth.
5 Nov 2020
3 ways artificial intelligence enhances customer experience
Rewarding customer experience (CX) is much more than a series of brand-customer interactions; it is what customers crave and what successful organisations deliver. In a world of rapidly evolving technology, rising customer expectations and tighter budgets, artificial intelligence (AI) can efficiently enhance customer experience in cost-effective ways. Read on to learn three AI strategies contact centre managers should prioritise as the means to improving CX.
21 Oct 2020
Implementing innovative CCaaS solutions requires support from committed CX specialists
The short-term, transactional nature of the sales representative-client relationship has evolved into an enduring, committed partnership that deepens over many years. Forward-thinking organisations need to provide more than just technology as contact centre managers are looking for solutions ideally suited to present needs and future visions, along with trusted, dependable support.
12 Oct 2020
CSAT is the pre-eminent factor in driving call centre success
In today’s highly competitive world, organisations strive to distinguish their brand through espousing corporate values, developing innovative technology and providing answers to previously thought unsolvable problems. But the real differentiator between thriving and struggling companies is as old as the very concept of business – customer satisfaction (CSAT). Contact centre directors understand that rethinking the way their contact centres operate so the focus is on customer satisfaction is vital to generating growth and enhancing brand reputation.
23 Sep 2020
Phygital retail: The contact centre has never been more important
Business leaders know that phygital retail enables a re-imagination of the customer experience (CX) by providing the best of two worlds – physical and digital. But did you know that the contact centre is the key to making this hybrid customer experience work?