Retail failing at social media for customer service
Retailers are neglecting social media when it comes to customer service, and are not listening to consumers to drive customer experience improvements. That’s according to the 2019 Eptica Digital Trust Study, which found that while retailers successfully answered 59% of routine queries asked via web self service, chat, email, Facebook and Twitter, there were wide variations in performance […]
Practical steps to streamline processes, enhance customer experience and reduce costs
Ember are delivering an exclusive seminar where our experts will be exploring proven techniques for process optimisationand sharing examples of how our clients have delivered enhanced customer experiences, reduced costs and improved ROI. Read More…
GUEST BLOG: IT and marketers working together will improve CX
For years, marketers have talked—and written—extensively about the disconnect between marketing and IT. Who should own email lists and sensitive data? Who should have access to the website CMS? Who should decide which marketing automation platforms to install? These are just a few of the questions that have plagued the marketing/IT debate. In 2019 however, […]
Data is not enough for better customer experiences: Use workflows to channel it where it’s needed
By Geoff Land, MD, Infinity CCS A few weeks ago, we looked at how important it is to develop a ‘Single Customer View’ of your data if you are to deliver a great customer experience. We saw how the arrival of GDPR gives companies an opportunity to catalogue their data to create such a view. […]
GUEST BLOG: How to deliver great customer experiences without the hype, politics or drama
By Synthetix 2018 is not quite half way and already this year has many of us concerned about what the future might hold, with the UK’s Brexit date less than a year away. The volatile political events during 2016 has set the scene, ‘dominoing’ into 2018. And many UK businesses are operating in ‘limbo’ – […]
GUEST BLOG: Integrated CX and QA – Drive engagement through uniting teams
Increasing productivity, efficiency and customer retention by aligning QA and CX teams in a multilingual, multidisciplinary environment, by By Pole To Win… Beginning as two separate entities, Quality Assurance (QA) and Customer Experience (CX) historically existed independently in software development and support services, but as customer engagement and retention have become increasingly important, companies have strived […]
INDUSTRY SPOTLIGHT: A Team Manager’s Perspective – Their response on new advisor research
Kura has just released the latest blog from one of its Team Managers, describing the role of the advisor and what they believe organisations need to do to improve the role for the advisor and in effect, how this will improve customer experience. This blog is in response to the latest CCA research sponsored by Kura and Inisoft. […]
Complex customer issues number one challenge for contact centre employees
While customer experience continues to be the top priority for businesses, a new report reveals that 56 per cent of contact centre employees cite complex customer problems as their top challenge. And 60 per cent admit their company has left them ill-equipped to handle these problems, leaving agents stressed and unengaged. The report, The Health […]
Inisoft: Happy Agents = Happy Customers…
Now more than ever, people are the most important asset in the contact centre. Technology has advanced to the point that most simple issues can be resolved digitally, without an employee’s involvement. However, this means that when a customer does need to speak with an agent, issues are highly complex, and customers are often more frustrated […]
Shop Direct launches WhatsApp-style service platform…
Shop Direct has applied a conversational user interface (CUI) technology to its service offering by launching ‘Very Assistant’ for customers to find answers to their questions in a WhatsApp–style chat environment. The owner of Very.co.uk, Littlewoods.com, VeryExclusive.co.uk and LittlewoodsIreland.ie has initially made the automated platform available via the Very.co.uk iOS app, and claims the technology makes the user journey even simpler for […]
