Customer service authority Micah Solomon explains how you can successfully build mental muscle memory and ensure your agents automatically put the customer first in everything they do.
Successfully delivering high-quality customer service starts with having the right technology infrastructure in place. How can you ensure you pick the best solution for your needs?
With customer experience now key to winning and retaining business for every organisation how can contact centres play their part?
When it comes to customer service, Father Christmas has been delighting children for countless years. Our last blog of the year looks at the secrets of his success – and how contact centres can learn from him...
Extending video into customer service delivers major benefits to both consumers and organisations – our new blog explains the advantages and how it can be incorporated into your contact centre.
The rise of self-service means that the interactions personally handled by contact centre agents have become more complex and involved. This dramatically changes the skills and support agents need to be effective and meet changing customer needs. How can organisations find and nurture the ‘super agents’ required to deliver this more involved, empathetic level of customer service?
Understanding changing customer needs is vital if companies are to increase engagement, satisfaction and long-term revenues. Listening to the Voice of the Customer (VoC) is central to this – but where should organisations start when it comes to implementing and scaling their programmes?
Collaboration and communication are at the heart of creating a successful, customer-centric business. That’s why an increasing number of organisations are adopting Microsoft Teams to bring their people together seamlessly, wherever they are located...
Lockdowns caused by the pandemic led to contact centres switching to remote working for their agents, often overnight. But as businesses look forward the solutions they quickly put in place to enable remote working may no longer meet their ongoing needs. How can they plan for remote working 2.0?
Thanks to increased focus and investment in customer experience companies are now improving outcomes when it comes to dealing with customers and reducing the effort involved. However, emotion is still a neglected area. In our latest guest blog CX expert, Martin Hill-Wilson, explains the vital importance of emotion...