The ultimate channel strategy is channel-less

26 Jan 2021 3 min

Personalised channel management strategies are crucial to meeting customer expectations. Since providing multiple channels is now an industry standard, a true differentiator is the effective integration of different cross-channel interactions into one smooth conversation. Customers expect the same seamless experience with brands as they enjoy in their private lives, and contact centre directors’ channel strategies must reflect that reality.

Read more

Filter by

Year:
Showing 10-18 of 48 results
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!

Build your story with your customers as you engage with them in conversation

7 Apr 2020

3 min

Build your story with your customers as you engage with them in conversation

It's not easy for brands to meet customers' rising expectations. What’s the best way to offer them a rewarding experience and a consistent customer journey? By leveraging a Contact Centre as a Service (CCaaS) solution that allows brands to shift their focus from channels towards a seamless integration of all customer interactions within a single conversation.

1 2 3 6