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...

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.

2019 in focus: our top 10 blog posts from the year

Published on: January 09, 2020
Author: Pauline Ashenden - Marketing Manager

Having rung in not just another new year, but also a new decade, now is the perfect time to review how customer experience and Voice of the Customer evolved in 2019, what the key topics were, and how they are likely to develop in 2020. We’ve looked through all our posts from last year and have picked a top 10 to start off 2020.

4 Christmas customer service lessons from Santa

Published on: December 18, 2019
Author: Pauline Ashenden - Marketing Manager

Christmas is nearly upon us and children all around the world are eagerly awaiting the sound of sleigh bells and the arrival of Father Christmas with his sacks of presents. What can hard-working customer service teams learn from Santa Claus this festive season?

Taking stock of customer service in 2019

Published on: December 11, 2019
Author: Pauline Ashenden - Marketing Manager

As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide, sponsored by Enghouse Interactive. Here are 5 key trends that the guide highlights…

Why brand reputation starts with effective listening

Published on: December 04, 2019
Author: Steve Nattress

Thanks to the internet, consumers are now living in a world of almost infinite choice. Essentially this means brands need to earn (and retain) the trust of consumers if they want to keep them as customers. Here are 4 ways that listening can help drive greater trust and customer loyalty...

With customers becoming more demanding, can self-service really help?

Published on: November 27, 2019
Author: Pauline Ashenden - Marketing Manager

Customer service is continually increasing in both complexity and the volume of interactions. Gartner estimates that 61% of customer journeys require a mix of live agent and self-service to complete – here are 4 ways to maximize self-service while preserving choice...

How a CX Maturity Model can transform your experience

Published on: November 20, 2019
Author: Arnaud Dufournet - Chief Marketing Officer

Focusing on customer experience delivers clear benefits in terms of increased engagement, higher brand reputation and most of all increased revenues. Achieving CX excellence doesn't happen by chance - following a CX Maturity Model can provide the map to success.

Pages