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Category Archives: Customer Experience
Archive for the ‘Customer Experience’
5 Ways to Get More Out of Your Agent Training
When trying to meet and improve service level agreements, reviewing agents’ performance and providing adequate agent training is imperative for success. Unfortunately, making time for training doesn’t always seem possible. Contact centers are notorious for being extremely busy and agent … Continue reading
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
Forecasting and scheduling for multi-channel contact centres
It is no secret that as consumers we want to communicate with a brand when we want, however we want. In fact, most of us use two or more channels, top of which are the website (85%), phone (75%), email … Continue reading
How to use call recording to solidify your market share within the property sector
The property sector in the UK is a continuously evolving sector, largely influenced by the changing socioeconomic and technological landscape of the country at each given time. A few years back, we were talking about the change brought about by … Continue reading
Robotic Process Automation in Customer Service
In today’s digital world, robotic process automation (RPA) is experiencing a fast uptake, driven primarily by the abundance of data accumulated by organizations and changes in consumer behavior.
Top 4 technologies that reduce cost in the contact centre
Contact Centre Managers can face a real challenge when it comes to reducing cost. To make the most out of every customer interaction requires a balance of productivity, quality and efficiency in day to day operations. Here are our top … Continue reading
Understanding Millennials
These are your current (or future) employees and customers. Are you getting it right in attracting them and keeping them loyal? Download our Infographic and find out: What Millennials really want from a brand What they want from an employer Tips … Continue reading
Posted in Customer Experience
Tagged contact centre strategy, Customer Service, workforce management
Comments Off on Understanding Millennials
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
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
Chris Rainsforth on customer experience today
Chris Rainsforth, Senior Customer Contact Specialist at The Forum, talks to Business Systems about the state of customer experience today at this year’s National Quality & Customer Experience Conference. One of the key drivers for organisations is to deliver a … Continue reading