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…
This week we’re featuring different perspectives on customer service and customer experience during the current COVID-19 pandemic and beyond. Today in a post on our parent company Enghouse Interactive’s blog, award-winning CX expert Manuela Pifani shares her thoughts on how brands can use the crisis as an opportunity to better engage with their customers.
Consumers expect the same high levels of service from every company in any sector. This means that any business in almost any industry can learn from service-oriented sectors such as restaurants and hospitality, especially from Fred Sirieix’s 10 Golden Rules of Service.