Best Practice

Coping with the switch from phone to digital customer service

Published on: August 03, 2016
Author: Pauline Ashenden - Demand Generation Manager

Everyone knows that we live in a multichannel world, but how is this impacting companies on the ground? New research by contact center analysts, Contact Babel, in the US and the UK highlights how consumer usage of channels is changing and the pressure it is putting on organizations.The study, which is based on surveys of contact center managers, suggests that:The volume of interactions for many

The importance of the Knowledge Manager to customer service success

Published on: July 29, 2016
Author: Dharmesh Ghedia

In my previous blog I outlined how important knowledge is to successfully deliver customer service and how to overcome the challenges of creating a centralized, multichannel knowledge base.Ensuring that knowledge powers your customer service isn’t just about technology – and certainly doesn’t stop when your knowledge base goes live. You need to make knowledge a strategic priority

6 ways to transform social customer service

Published on: July 22, 2016
Author: Neil Cox - Account Manager

Social media has fundamentally changed the relationship between customers and brands, providing consumers with a mouthpiece to share their feedback with people across the world. The openness and simplicity of social media is therefore both a challenge and an opportunity for companies. Get it right and provide the personalized, fast response that consumers demand and you will boost engagement...

How to embrace change and become a customer-adaptive enterprise

Published on: July 15, 2016
Author: Laurence Chami - Managing Director

Change is the watchword for business today. Disruption is happening in virtually all industry sectors as new entrants shake up markets and introduce innovative business models, supported by technologies that can radically streamline operations, slash costs or create new ways of meeting customer needs. Established players need to evolve and transform themselves if they’re going to stay...

Overcoming the challenges of digital customer service

Published on: July 13, 2016
Author: Angus Prentice - Senior Sales Manager

The rise of digital channels is radically changing how businesses operate and interact with customers, increasing competition and driving transformation of their operations. The insurance industry is the perfect example – it is moving from a model where customer interactions are by phone or letter to one that is overwhelmingly driven by digital conversations. Competition is...

Is a lack of consistency letting your customer service down?

Published on: June 29, 2016
Author: Neil Cox - Account Manager

Consistency is an essential part of customer service and the overall experience. Failing to provide the same level of service, and consistent information across multiple channels annoys customers and is bad for company efficiency and brand reputation.Customers want to get consistent and accurate information and answers from a brand, whichever channel they use to make contact. At the same time they...

The ROI of improved customer experience

Published on: June 23, 2016
Author: Chris Eideh - North American Sales Executive

Businesses understand that improving the customer experience has a direct impact on revenue generation. Happier customers are more loyal, will spend more and recommend your company to their friends.Business success depends on a wide variety of factors and it can be hard to isolate customer experience in dollar figures.

Overcoming the knowledge challenges in customer experience

Published on: June 22, 2016
Author: Dharmesh Ghedia

In today’s fast moving economy, businesses rely on knowledge in all formats to drive their operations. In this digital world we know more and more about our customers and their needs, and successful organizations use this to deliver an improved, consistent and faster customer experience that builds customer satisfaction, loyalty and increases revenues.However, creating a ...

Transforming the customer experience in 5 steps

Published on: June 17, 2016
Author: Pauline Ashenden - Demand Generation Manager

Last month’s Gartner Customer Strategies & Technologies Summit provided a perfect opportunity to review where the customer experience market currently is – and to look forward at the next challenges and opportunities for companies. One of the key points raised is that while senior managers now understand the importance of customer experience, many are unsure...

The 7 components of superior self-service systems

Published on: June 14, 2016
Author: Jaco Mare - Senior Technical Consultant

We live in a world where time is of the essence, and everyone is trying to cram more and more into their lives. This has a major impact on the customer experience – consumers increasingly choose companies that value their time and minimize the effort they need to put in when making a purchase or finding out information. For example, online consumers don’t want to break...

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