Product

The benefits of bringing video into the contact centre

Published on: December 11, 2020
Author: Pauline Ashenden - Demand Generation Manager

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.

Four benefits to improving customer service by integrating your CRM and telephony system

Published on: October 30, 2020
Author: Pauline Ashenden - Demand Generation Manager

Customers today expect a high quality, integrated and personalised experience, whatever channel they use to make contact with you. Ensuring organisations deliver this efficiently requires them to integrate systems (such as CRM) and channels to provide agents with a complete picture when answering calls....

Self-service and its importance to greater customer satisfaction

Published on: October 13, 2020
Author: Pauline Ashenden - Demand Generation Manager

How can organisations put in place the right strategy for self-service to boost satisfaction and efficiency? Our latest blog outlines the key benefits of self-service and how to deploy it effectively...

Why now is a great time to optimise your customer service - Part 1: Start with an audit

Published on: June 24, 2020
Author: Anne-Merete Jensen - Senior Business Consultant

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.

3 customer churn symptoms and cures

Published on: January 24, 2020
Author: Tom Walmsley - Business Development Manager

Despite the focus on big picture CX, the reasons why customers leave a brand are often subtle and can even be the result of an overzealous desire to attract, engage and delight. Here are some of my top customer churn symptoms and cures...

4 ways to differentiate with superior email customer service

Published on: January 15, 2020
Author: Steve Nattress

In a multichannel world neglecting email for customer service risks both satisfaction and revenues. How can brands therefore successfully cope with the rising volume of email queries? We outline 4 ways to empower agents to differentiate your service.

Why it is time to check your chat solution is meeting customer needs

Published on: August 21, 2019
Author: Steve Nattress

Chat is fast becoming a mainstream channel when it comes to customer service. However, while adoption has increased, so have customer expectations – this post outlines 5 features you should look for from your chat solution in order to drive success.

Delivering best practice in Voice of the Customer programs

Published on: July 03, 2019
Author: Taoufik Massoussi - Product Manager & Head of AI

Brands understand that listening to their customers is central to success, but many struggle to deliver value from their Voice of the Customer programs. Here are 7 best practice tips to help you succeed in VoC…

5 ways training can transform your customer service

Published on: June 19, 2019
Author: Anne-Merete Jensen - Senior Business Consultant

Customer service and customer experience need to be constantly improving in order to meet rising customer expectations. Yet staff turnover in contact centers can mean knowledge and best practice can be missing – here are 5 ways that training can help…

Why Knowledge is power

Published on: June 05, 2019
Author: Steve Nattress

Today’s consumers demand more from the customer experience than in the past, including asking more detailed questions covering a wider range of issues than ever before. This means effectively managing your knowledge is vital – here are 4 ways you can successfully deliver the right answers to your customers across every channel.

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