Agile Queue Management – How to manage queues more effectively
By Kirsty Ferguson, Enterprise Engagement Lead, Premier CX N.B. This article was originally published in The Good CX Guide, an e-book on the topic of caller experience best practice. To download the guide, packed with practical advice for contact centre professionals, please click here. In most articles I have read about managing call queues, one piece of advice […]
Why CRM (still) fails
CRM is a core component of the operational toolkit – even SME adoption levels have now reached 79%, according to a recent survey from Workbooks. And yet, CRM success rates are still too low. For every business achieving phenomenal business transformation, another will have wasted resources and seen zero return. As a mature market, there […]
Customer experience solutions: 2021 buying trends revealed
Agent Coaching & Monitoring, Customer Insight and Staff Incentives top the list of solutions the UK’s leading customer experience professionals are sourcing in 2021. The findings have been revealed following the recent virtual Contact Centre & Customer Experience Summit, which took place on July 6th & 7th. Delegates registering to attend the event were asked […]
INDUSTRY SPOTLIGHT: Stella Connect customer service feedback, coaching & QA
In an ultra-competitive market, how do brands deliver great customer experiences that set them apart from their competition? It all boils down to human touch. Today’s front-line teams have become a major driver of customer loyalty and retention. That’s why we’ve built a platform to help you empower your front-line team to deliver great exceptional […]
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. […]
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 […]
Customer experience management market to hit $21.8bn
The global customer experience management market is projected to reach revenue of $21.86 billion by 2027, equivalent to a CAGR of 13%. That’s according to data from Fortune Business Insights, which cites the heightened importance of enhancing customer experience (CX) amid the COVID-19 pandemic. The report asserts that with millions of people worldwide confined to their […]
The five common Contact Centre issues that can lead to losing customers
By Jabra Here’s the bad news: there are five issues common to Contact Centres that could cause you to lose 9 out of 10 customers. However, the good news is that once these issues are addressed you can make your top performing agents almost twice as productive as their least industrious counterparts – which will […]
NICE CX Excellence Awards 2020 – Winners revealed
NICE has announced the winners of its CX Excellence Awards 2020, with inning organisations honoured for leveraging innovation to drive exceptional customer and employee experiences and improve the bottom line. The 16 award winners across five categories will be recognised at Interactions Live, NICE’s first-ever virtual conference highlighting the path to uncompromising customer service via […]
Call Centre Management – Getting it right from the start
By Simon Black, CEO, Awaken Intelligence We all know how having a great contact centre manager can make the world of difference to managing your team of agents and delivering outstanding campaigns. However, with the news that Oracle, alone, sent more than 100,000 customer service agents home to work, how can you ensure that you’re still delivering […]