Building trust with consumers relies on companies delivering fast, accurate and above all consistent answers to customer service questions. This delivers reassurance to customers, which is always been important but is now vital given the fast-changing nature of the current crisis. Here are 4 areas to focus on to drive consistency…
In previous posts we’ve identified insights that modern customer service teams can learn from the great thinkers of classical antiquity and from key historical figures. In the next instalment of our series we delve into significant quotes from modern business leaders – what can they teach you and your team?
Normally retailers, and companies in many other sectors, would now begin preparing for their Peak season. However, in 2020 almost every industry has seen its operations thrown into turmoil. But, no matter how your plans have been affected, now is still a good time to look at auditing and optimising your operations.
Customer service departments have been transformed by COVID-19 - 84% of UK contact centres have now moved from a centralised model to one based on home working. We explain how moving to the cloud delivers the flexibility required for changing times.
To help inspire customer service teams, we’ve looked back through history to pinpoint key insights that help deliver best practice today. In the first of our three-part-series we focused on the thoughts of the great minds of classical antiquity. In this follow-up, we focus on pearls of wisdom from key historical figures from the Renaissance to the late modern period...
Today, customers demand a seamless experience from companies – whatever channel they use to make contact. Guest author Blake Morgan, noted CX expert and futurist, outlines why creating an omnichannel experience matters and gives three areas to focus on to get started...
Being able to deliver fast, accurate and consistent information to consumers and their queries has always been a central part of successful customer service. In the current crisis its importance has deepened even more – we asked consumers about their experience of knowledge in the COVID-19 era and the lessons for businesses…
To inspire today’s customer service leaders we’ve collected key quotes from great thinkers and writers from across history, explaining how they can drive improvements across your organisation. This week’s post focuses on classical philosophers, playwrights, emperors, orators, poets and fabulists...
The pandemic is accelerating digital transformation and a need for greater customer engagement in many verticals, and banking is a prime example. We look at the current state of banking customer service, based our latest search.
The COVID-19 crisis is impacting us all, so in this post we look at 5 ways for companies to ensure that they are delivering the right service to their customers, creating loyalty - now and in the future…