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.

Why you can no longer ignore the cloud for CX applications

Published on: June 17, 2020
Author: Tom Walmsley - Business Development Manager

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.

Customer service: what you can learn from great historical figures

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

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...

3 ways to create a consistent, omnichannel experience (and why it matters)

Published on: June 03, 2020
Author: Guest author: Blake Morgan

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...

The impact of knowledge on current customer satisfaction

Published on: May 20, 2020
Author: Steve Nattress

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…

Customer service: why you can learn from the classics

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

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...

Are banks building trust through customer service excellence?

Published on: May 06, 2020
Author: Pauline Ashenden - Demand Generation Manager

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.

Caring for your customers during COVID-19

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

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…

Turning the COVID-19 crisis into an opportunity

Published on: April 28, 2020
Author: Manuela Pifani, CXellence Consulting

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.

Why the golden rules of service by Fred Sirieix should inspire all of us

Published on: April 23, 2020
Author: Pauline Ashenden - Marketing Manager

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.

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