Delivering public sector customer experience at a time of change

Published on: October 31, 2018
Author: Pauline Ashenden - Marketing Manager

Driven by budget pressures and rising expectations from citizens public sector organizations are currently undergoing a major change. They need to deliver more with less, but at the same time meet the needs of a more digitally-savvy audience. Achieving this relies on applying four key principles....

Creating the customer service agents of the future

Published on: October 24, 2018
Author: Anne-Claire Bellec - Marketing Director

Customer service is changing dramatically, with the rise of artificial intelligence (AI) and automation leading more and more consumers to interact with brands through technologies such as self service. How will this impact the role of the customer service agent in the future?

5 ways of delivering CX reporting best practice

Published on: October 16, 2018
Author: Anne Beghin - Project Manager

Given the importance of customer experience to the bottom line, it is vital that brands understand how they are performing on a day to day basis. Not only does this enable them to measure their efficiency, but more importantly it provides insight that can be used to constantly improve how they operate, enabling them to meet continually rising customer expectations.

Why chat is key to successful customer experience for every brand

Published on: October 03, 2018
Author: Steve Nattress - Product Manager

Online chat has been around for many years, but it’s now becoming a crucial part of every brand’s online customer experience. Customers increasingly expect it and are happy using it – how can brands ensure they are delivering on its potential?

Supporting excellence through National Customer Service Week

Published on: September 26, 2018
Author: Pauline Ashenden - Marketing Manager

Delivering excellent customer service has never been more important to the bottom line. Ahead of National Customer Service Week we look at the key factors underpinning successful customer service today...

4 ways of delivering blended multichannel customer experience

Published on: September 19, 2018
Author: Joanna Allouche - Consultant

We live in a multichannel world. Consumers want to be able to contact brands through their channel of choice, whether it is email, social media, chat or over the phone. How can brands therefore ensure they are truly multichannel? We outline 4 ways to overcome the challenges…

How to write the perfect RFP for your customer experience project

Published on: August 22, 2018
Author: Neil Cox - Account Manager

Choosing the right customer experience platform for your company starts with a comprehensive, clear Request for Proposal (RFP). Here’s what you need to include in order to drive future CX success...

Are telecoms operators connecting to digital customer experience?

Published on: August 08, 2018
Author: Pauline Ashenden - Marketing Manager

Telecoms is central, even essential, to our lives. Creating a superior customer experience is a vital differentiators for operators – how good are they at delivering multichannel service to users?

Making it easier for your agents to deliver superior CX

Published on: August 01, 2018
Author: Joanna Allouche - Consultant

When it comes to the contact center, there is a clear link between happy agents and overall performance. How can you use your CX technology to make it easier for agents to operate effectively and happily?

How to choose the right customer experience platform for your organization

Published on: July 11, 2018
Author: Pauline Ashenden - Marketing Manager

Given the importance of customer experience and customer service, organizations understand that they need to use technology wisely to help them deliver consistent, high quality and efficient service that meets consumer needs, whichever channel they use to make contact. But with a wide range of solutions on the market, what should you look out for in a CX platform?

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