Best Practice

The 6 benefits of chatbots for housing associations

Published on: September 12, 2022
Author: Pauline Ashenden - Demand Generation Manager

As housing association tenants increasingly embrace digital channels, AI-powered chatbots provide a new way of engaging with customers and meeting their needs. How can housing associations implement them effectively and what are the advantages?

Why contact centres must focus more in First Contact Resolution

Published on: August 19, 2022
Author: Pauline Ashenden - Demand Generation Manager

Customers want their queries answered accurately without having to make contact more than once. That makes achieving high First Contact Resolution (FCR) rates vital to the overall customer experience.

Creating a framework for digital transformation

Published on: August 05, 2022
Author: Pauline Ashenden - Demand Generation Manager

A lot has been said about the importance of digital transformation in business today, including in customer experience. But many transformations fail to deliver the benefits they promised. In our latest blog we describe how you can increase your chances of a digital CX success by following a structured process that focuses on four key considerations...

Why knowledge management is essential for your contact centre

Published on: July 08, 2022
Author: Pauline Ashenden - Demand Generation Manager

Knowledge is now more important than ever for effectively dealing with customers’ queries in the contact centre. But at the same time, it is also more difficult to manage in terms of complexity and channel range. Our latest blog explains the essential role of knowledge and highlights key requirements for an effective knowledge management strategy.

6 ways of delivering excellent B2B customer service

Published on: July 01, 2022
Author: Pauline Ashenden - Demand Generation Manager

The standard of business-to-business (B2B) customer service delivered by companies is central to retaining and growing clients and revenues. And while it has many similarities to its B2C cousin, it has its own particular challenges. In our new blog we explain the differences between B2B and B2C customer service, and the best practice you need to drive success.

How self-service is evolving and how to deploy it

Published on: June 01, 2022
Author: Pauline Ashenden - Demand Generation Manager

91% of contact centres now have some form of self-service in place for customers according to the ContactBabel Inner Circle Guide to AI-powered Self-Service...

How can you reduce contact centre response times?

Published on: April 19, 2022
Author: Pauline Ashenden - Demand Generation Manager

They say patience is a virtue. But not in customer service. Most consumers today want their queries turned around as quickly as possible, without having to wait.

Four ways to avoid customers having to repeat themselves

Published on: April 04, 2022
Author: Pauline Ashenden - Demand Generation Manager

When customers reach out to a contact centre, they want to feel their time is being valued. Which is why they hate having to repeat information, every time they are transferred...

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