Less than 10% of CFOs plan to decrease customer service spending in the next year
Only 7% of CFOs plan to decrease customer service spending over the next 12 months, according to a July 2022 poll of 234 finance leaders by Gartner. Twenty-one percent plan to increase customer spending and 72% to maintain spending, despite economic pressures. “In response to inflation, supply chain disruptions, and a tight labor market, CFOs […]
Consumers judge brands based on customer service, but contact centre employees aren’t being empowered
Both consumers (97%) and contact centre managers (98%) agree that customer service interactions have an impact on whether consumers stay loyal to a brand. And a vast majority (88%) of contact center managers also agree that brand perception directly impacts overall company revenue. When positive customer experience (CX) interactions boost loyalty, revenue follows. Calabrio has […]
Short waiting times ‘more important than choice of channels’ when it comes to customer service
Short waiting times and quick resolution of their query are the two most important elements of customer service for consumers, according to new research. When asked what they believe are the three main components of a good customer service conversation, as part of FM Outsource’s Make Every Conversation Count report, the vast majority of people […]
Data shows customer service has power to make or break corporate reputations
Good customer service is the most powerful tool a business has when it comes to improving and maintaining its reputation, new research has found. As part of its Make Every Conversation Count report, FM Outsource asked 1,000 people for the factors that are most likely to have a positive impact on their perception of a […]
Brands moving to digital interactions ‘leaving older consumer behind’
Older consumers are being left behind when businesses digitise their customer facing operations, requiring organisations to take a more thoughtful approach to their digital engagement to ensure inclusivity. Findings in research by Twilio reveal that while UK consumers over 65 hold significant digital shopping power, with 76% relying on online shopping, only 12% feel understood […]
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 […]
UK ‘the most unforgiving country’ when it comes to customer service
More than a third of people (38%) in the UK felt that their experience with customer service has got worse over the last 12 months, making it the highest figure out of the US and Europe. That’s according to the Customer Service Index 2021, produced by Five9, which found nearly half of UK respondents (44%) are very unlikely to […]
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. […]
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 […]
