Blog

Why you must map your channel strategy to your customer demographics

Published on: March 26, 2020
Author: Pauline Ashenden - Marketing Manager

Customer expectations are continually rising – particularly when it comes to the service they receive from businesses and the channels they use. We looked at the impact of demographics on customer service channel choice…

The importance of video connectivity in today’s crisis

Published on: March 20, 2020
Author: Pauline Ashenden - Marketing Manager

Given the current coronavirus pandemic, many employees across the world are now working from home, often for the very first time. How can businesses support them effectively using technology, especially video connectivity? To find out, read the latest post on our parent company Enghouse Interactive's blog...

Customer Service in 2020: Reflect, Refocus, Reignite

Published on: March 11, 2020
Author: Pauline Ashenden - Marketing Manager

The recent Institute of Customer Service Conference provided the perfect opportunity to bring the industry together to share best practice, highlight strengths and look to the future. The event’s theme “Reflect, Refocus, Reignite” perfectly summed up what companies and organisations really need to do during these challenging times, as our report explains....

Keep Your Customers Amazed

Published on: March 04, 2020
Author: Guest author: Shep Hyken

In our latest guest post, noted customer service expert Shep Hyken explains the importance of amazement to keeping your customers happy and loyal. The good news is that delivering amazement doesn’t require over the top customer experience, but instead relies on consistency and predictably good service...

Why you need to give consumers channel choice to drive engagement

Published on: February 28, 2020
Author: Pauline Ashenden - Marketing Manager

The number of channels available to consumers has skyrocketed with the telephone, email and the web joined by the likes of chat and social media. But which channels do consumers want to use – and what are their expectations in terms of speed? Our latest research gives more insight into channel choice…

Unlocking customer insight with technology

Published on: February 12, 2020
Author: Taoufik Massoussi - Product Manager & Head of AI

Understanding the Voice of the Customer (VoC) is crucial to improving the consumer experience, increasing loyalty and safeguarding revenues. But brand VoC programmes are held back by multiple factors – these are some of the key challenges involving technology, and how they can be overcome.

The impact of worsening UK customer satisfaction

Published on: February 05, 2020
Author: Pauline Ashenden - Marketing Manager

Customer satisfaction in the UK is getting worse, according to the latest Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI). Why are brands slipping back and what do they need to put in place to meet rising customer expectations?

The changing role of the customer service agent

Published on: January 29, 2020
Author: Anne-Merete Jensen - Senior Business Consultant

Contact centre advisors have always been at the frontline of delivering customer service, initially over the phone and then through a range of other channels from email to chat. The role has never been static but is now seeing a rapid transformation. Here are the 4 areas that brands and agents need to focus on for the future.

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...

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