Implementing innovative CCaaS solutions requires support from committed CX specialists

21 Oct 2020 2 min

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.

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CSAT is the pre-eminent factor in driving call centre success

12 Oct 2020

5 min

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.

Phygital retail: The contact centre has never been more important

23 Sep 2020

5 min

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?

Customer service vs. Customer experience: bridging expectations and results

2 Sep 2020

3 min

Customer service vs. Customer experience: bridging expectations and results

Customer service and customer experience are not only buzzwords that blanket advertisements, websites, and offers, but key components of any organisation’s growth strategy. But what do they actually mean? Are they the same, and if not, how are they different? Read on to find out more about two of the factors that can nowadays make or break a business.

Data, NLP, and sentiment analysis – customer experience gamechangers

27 Jul 2020

5 min

Data, NLP, and sentiment analysis – customer experience gamechangers

Delivering rewarding customer experience (CX) is not just a nice turn of phrase – it is crucial to organisations’ efforts to attract customers and build loyalty. Combining human expertise with the precision of cutting-edge technology is the way forward, with more companies leveraging data and sentiment analysis to gain a more complete view of their customers. Understanding customers’ needs is the only way to exceed their expectations.

AI-powered data analytics: the present and future of customer experience

21 Jul 2020

3 min

AI-powered data analytics: the present and future of customer experience

Forward-thinking C-suites know how vital data is to understanding a problem and designing a solution. That’s why increasing numbers of corporate board members are adopting data-driven approaches to internal operations, marketing, sales, and, above all, customer service. Find out how data can help to deliver the ultimate customer experience through personalised, efficient and convenient customer journeys.

Contact centres post-COVID-19 will change – here’s how

7 Jul 2020

3 min

Contact centres post-COVID-19 will change – here’s how

What will be the short and long-term impact of COVID-19 on organisations’ operations? Does this challenging time provide an opportunity for contact centre managers to implement needed changes that have been put on the back burner? Find out which three crucial components will shape contact centres moving forward.

Contact Centre: Show your customers that they matter by using a smart Quality Management solution!

14 May 2020

5 min

Contact Centre: Show your customers that they matter by using a smart Quality Management solution!

To ensure optimal customer satisfaction, organisations should start by making sure their contact centre agents are as efficient as possible. A well-designed Quality Management solution can improve the performance of your agents by not only pinpointing their weaknesses but also by helping them improve through (self-)assessment processes and individual coaching. It will also assist in swiftly identifying the reasons for customers' dissatisfaction.

Maintaining productivity, security, and customer satisfaction even while switching to remote work

28 Apr 2020

5 min

Maintaining productivity, security, and customer satisfaction even while switching to remote work

Current circumstances have forced many contact centres to switch their agents to remote work as part of their business continuity plans. It is legitimate for companies to question the consequences of this transition. Is it easy to implement? What are the security-related risks? Can your customer service really be fully supported by agents and supervisors working from home?

Workforce Management: improve both customer and agent experience with a smart Workforce Management solution

21 Apr 2020

5 min

Workforce Management: improve both customer and agent experience with a smart Workforce Management solution

Far surpassing the cost of telephone, technology, and real estate investments, human resources account for more than 50% of a contact centre's expenses. With cost reduction in mind, implementing a smart Workforce Management solution (WFM) is an excellent investment. However, this tool offers numerous other benefits!

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