Why text messaging should be part of your omnichannel customer service strategy
By mGage Americans spend about five hours a day on their phones, according to TechCrunch. Consumers expect customized and genuine engagement in real-time, across all communication channels. This trend toward personalized conversational messaging isn’t going away, particularly in the business world. As a result, SMS has become a popular platform among businesses for customer service. […]
WEBINAR: Employee engagement in a remote-work world
By Puzzel In this new world of hybrid working, contact centre leaders face a difficult challenge. How can you keep teams happy, connected and engaged, regardless of where they’re logging in? Join Puzzel’s webinar with guest speaker, Sandra Thompson for top tips on maintaining a strong company culture, keeping teams aligned, and supporting agents’ wellbeing. […]
The greatest awards programme in the customer contact industry is now open for nominations
In its 21st year, the European Contact Centre & Customer Service Awards (ECCCSAs) is the longest running and largest awards programme in the customer contact industry. The awards recognise organisations across Europe that are leading the way in delivering exceptional service to customers. You can nominate your teams or organisations until 16 July and the […]
Take the first-ever customer service speed test
By Freshworks Freshworks analyzed 107 million support interactions and it emerged that speed is the most important factor to improve customer satisfaction. However, measuring the speed of your customer service is not easy; metrics like ‘First Response Time’ and ‘Average Handle Time’ don’t provide an accurate representation of speed. We’ve identified 4 areas of customer […]
INDUSTRY SPOTLIGHT: Stella Connect
Stella Connect is the customer feedback and quality management platform built specifically for customer experience teams. Our intuitive platform makes it easy to harness agent-level customer feedback and deliver high impact coaching and QA programs, driving agent engagement and customer satisfaction. With our all-in-one solution, Stella Connect empowers service-lead organizations to create motivated and engaged […]
10 Free Contact Centre Homeworking Technology Health Checks To Be Won
What’s been your biggest contact centre work-from-home (WFH) technology challenge during lockdown? For many organisations, it’s been getting homeworkers connected to office comms and data systems. For others, it’s been data security and compliance. Other common technology challenges have involved recruitment and on-boarding, resource scheduling, communications and general management. What organisations have rapidly discovered […]
Making the move to cloud in contact centres: 3 key questions to ask
As organisations look to future-proof customer experience they are reviewing their contact centrestrategies with many turning to cloud-based technology for all-round agility. Magnus Geverts, VP Product Marketing and Management at Calabrio, shares his top tips for a smooth and successful transition to a cloud-first approach… As economies recover following the Coronavirus Pandemic cloud-based contact centres will […]
Thinking of Transforming your CX Strategy?
By Foehn At Foehn we work with our clients to deliver world-class CX strategies through the delivery of agile, digital, cloud-based solutions such as Genesys Cloud. We have helped many companies enhance their customer experience through our implementations, allowing them to use digital channels, CSAT tools, Workforce Management and Gamification to improve both the customer […]
Mobile Learnings for 2021 to Increase Customer Loyalty
By Pinder Takhar, Director of Marketing, mGage 2020 was a significant year for business messaging as we saw an upward trend in its usage. It quickly became an indispensable communication channel for brands to stay connected with their customers, keeping them engaged, informed and updated. Along with an increase in two-way messaging, more businesses started […]
The new collaborative contact centre
By EveryCloud Building a collaborative contact centre has never been so important, it’s crucial to stay connected for a contact centre to function at its best capacity. It’s our job to guide you on the best technology and tools you should utilise to improve customer service. Unleash your people’s talent and delight your customers from […]
