Taking stock of customer service in 2019

Published on: December 11, 2019
Author: Pauline Ashenden - Marketing Manager

As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide, sponsored by Enghouse Interactive. Here are 5 key trends that the guide highlights…

Why brand reputation starts with effective listening

Published on: December 04, 2019
Author: Steve Nattress

Thanks to the internet, consumers are now living in a world of almost infinite choice. Essentially this means brands need to earn (and retain) the trust of consumers if they want to keep them as customers. Here are 4 ways that listening can help drive greater trust and customer loyalty...

With customers becoming more demanding, can self-service really help?

Published on: November 27, 2019
Author: Pauline Ashenden - Marketing Manager

Customer service is continually increasing in both complexity and the volume of interactions. Gartner estimates that 61% of customer journeys require a mix of live agent and self-service to complete – here are 4 ways to maximize self-service while preserving choice...

How a CX Maturity Model can transform your experience

Published on: November 20, 2019
Author: Arnaud Dufournet - Chief Marketing Officer

Focusing on customer experience delivers clear benefits in terms of increased engagement, higher brand reputation and most of all increased revenues. Achieving CX excellence doesn't happen by chance - following a CX Maturity Model can provide the map to success.

Why you need more than NPS to drive CX excellence

Published on: November 12, 2019
Author: Taoufik Massoussi - Product Manager & Head of AI

Customer experience (CX) is critical to business success, meaning measuring customer satisfaction levels is vital. While brands often use Net Promoter Score (NPS), it only goes so far – what are its limitations and how can you go beyond them?

Avoid these 5 CX Leadership Traps!

Published on: November 06, 2019
Author: Guest author - Jeannie Walters

Customer experience leaders can fall into the trap of being “busy,” but not necessarily productive when it comes to making real change at their organizations. Have you fallen into one of these 5 traps?

6 ways to prepare for peak – whatever your industry

Published on: October 31, 2019
Author: Pauline Ashenden - Marketing Manager

Retailers need no reminding that we’re coming up to their busiest time of the year. Being able to cope with demand and deliver the experience that customers expect is central to remaining competitive and delivering the right experience, cost-effectively, means focusing on these 6 areas...

5 ways CEOs can build truly customer-centric organizations

Published on: October 24, 2019
Author: Olivier Njamfa - CEO & Co-Founder

Businesses today are operating in a fast-changing world. They face greater competition than ever before and must transform to meet the changing expectations of customers. This must be lead from the top – here are 5 ways CEOs can successfully build customer-centric organizations.

Travel – dealing with a crisis

Published on: October 16, 2019
Author: Tom Walmsley - Business Development Manager

The collapse of Thomas Cook has ruined the breaks of hundreds of thousands of holidaymakers. What does it tell us about customer service in the wider travel industry and how the sector can rebuild trust with consumers? We looked at the latest research and reached 4 key conclusions...

National Customer Service Week 2019: The 3 key factors behind successful customer service

Published on: October 09, 2019
Author: Pauline Ashenden - Marketing Manager

We’re now partway through National Customer Service Week (NCSW), which runs from the 7th-11th October. While how it is celebrated varies across the globe, there are three factors that unite good customer service - you need to get all of these right if you are to deliver the service and experience that today’s consumers expect.

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