Delivering a great experience for the new brand custodians
The role of Contact Centre employees has changed significantly in recent years. The arrival of AI, chatbots and webforms has encouraged customer self-service, leaving dedicated agents to handle the more complex issues requiring knowledge, understanding and empathy. But these employees are also increasingly working from home a few days each week, remote from colleagues and […]
OPINION: A new era of customer service for brands
By Eric Leboeuf, Director of Strategic Channel Partnerships at Infobip The pandemic has altered the customer experience landscape indefinitely. Consumers are demanding, unforgiving and know what they want – and contact centres have transformed how they operate in tandem. As the world migrated from offices to home and ‘Zoom’ became 2020’s most prevalent eponym, a new […]
Movers & shakers: Talkwalker’s top 10 brands of 2021
2021 flashed by, and brands across the globe kept the pedal to the metal to stay one step ahead of a relentless year. COVID restrictions eased and then returned, competition in the digital realm was fiercer than ever, and consumer preferences changed in the blink of an eye. However, there were several brands that excelled […]
Which? customer service poll reveals 2017 best and worst brands
Consumer watchdog Which? has revealed its best and worst brands for customer service, with First Direct, Lakeland and Lush all topping the polls for 2017. The survey, carried out with more than 3,000 Which? customers, found that First Direct ticked all the right boxes when it came to customer service, finishing ahead of cosmetics retailer […]
Guest Blog, Steve Ball: The 8 things millennials really want from customer service
Struggling to understand what makes your millennial customers tick? Here’s what they really want from your contact centre. It can sometimes be difficult to understand what constitutes a great customer experience for the millennial generation. We know about their lofty expectations, their habitual use of technology and their willingness to vote with their feet if […]
