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?
2 Sep 2020
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.
27 Jul 2020
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.
21 Jul 2020
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.
7 Jul 2020
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.
14 May 2020
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.
28 Apr 2020
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?
21 Apr 2020
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!