Category Archives: Customer Interaction

Archive for the ‘Customer Interaction’

Using Speech Analytics in Retail Banking

A few years back we were discussing how the mis-selling of Payment Protection Insurance has highlighted a need for banks to improve monitoring of customer-agent interactions to ensure compliance to regulations. Today, the recent figures published by the FCA regarding … Continue reading

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Ask the Expert – How to Really Empower your Agents

On the 12th of May we held a joint webinar with Call Centre Helper discussing the best ways to introduce and maintain agent empowerment. One thing that was emphasized by all panellists was that to achieve employee empowerment an organisation needs processes, technology and leadership. Continue reading

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How to Achieve Astonishing Customer Service

Failing to deliver on service can be extremely costly. 93% of people will take action following an inadequate experience. US Businesses felt the truth of it reporting a $41 Billion loss each year due to poor customer service. With a … Continue reading

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7 Social Media Customer Service replies that will make you LOL

We have all heard it a million times before, customer service is extremely important. The better your service, the higher your chance of acquiring and retaining customers. The power of social media lies in its ability to offer brands the … Continue reading

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10 Motivational Customer Service Quotes To Inspire You In 2015

With the New Year almost upon us, it’s always a good time to reflect on the year gone by and channel some inspiration to help see us through the year ahead. That’s why we’ve put together a list of motivational … Continue reading

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Building an emotional connection with the customer

The most successful organisations recognise the importance of establishing a strong emotional connection with their customer, in order to acquire and retain customers over time. It is the overall customer experience with an organisation that evokes the perception of value … Continue reading

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What’s trending in the world of ‘customer interaction’ technology?

From the plethora of performance enhancing systems that no self-respecting Contact Centre should ever be without, it is always a little challenging for the discerning Contact Centre manager to find their way through the maze. How do you filter the … Continue reading

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Improve customer responses with NICE Fizzback

Adopting a multi-channel approach to collecting customer feedback is a must with today’s fickle, mobile customers seeking engagement on their terms, which is why Business Systems has recently added NICE Fizzback to the portfolio. Industry stats suggest that response rates … Continue reading

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Conference takeaways – customer engagement in the social age

Business Systems attracted over 280 delegates to the 10th annual Improving Performance conference last November which focused on the need for real time customer engagement in the social age. Customer Service Fact! Some topical areas covered included; ‘the top 2011 … Continue reading

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Real Time Impact

Steering your agents in the right direction Imagine you could apply the principles of a sat nav system in the context of a contact centre to ensure your agents travel from point ‘a’ to ‘b’ taking the most direct possible … Continue reading

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