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 →

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 →

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 →

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 →

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 →

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 →