NICE research highlights need to prioritise vulnerable customers
Despite growing awareness of consumer vulnerability in contact centres, a hidden crisis persists in the UK, with many individuals remaining unaware of their own vulnerable status, leaving them at greater risk as their circumstances change. According to the second annual customer vulnerability survey by NICE, 19% of UK consumers now identify as vulnerable, marking an increase of over one million […]
ANALYTICS MONTH: How to balance real-time & historical data for the best outcomes
A common challenge for customer service professionals is determining the right balance between real-time analytics and historical analytics. Each approach has its strengths, and an effective contact centre strategy must integrate both, as we outline below… Understanding Real-Time Analytics Real-time analytics processes data as it happens, offering immediate insights into customer interactions. This type of analytics is invaluable […]
ANALYTICS MONTH: 4 ways to generate actionable insights in the contact centre
Data analytics has long been an essential tool for contact centres looking to enhance customer experience (CX). While many organisations collect vast amounts of customer data, the real challenge lies in transforming it into actionable insights. By effectively leveraging analytics, contact centres can improve response times, personalise interactions, and increase customer satisfaction. Here’s 5 ways […]
