Mobile Learnings for 2021 to Increase Customer Loyalty
By Pinder Takhar, Director of Marketing, mGage 2020 was a significant year for business messaging as we saw an upward trend in its usage. It quickly became an indispensable communication channel for brands to stay connected with their customers, keeping them engaged, informed and updated. Along with an increase in two-way messaging, more businesses started […]
How Analytics Can Help You Deliver Superior Customer Service
Lauren Maschio, Product Marketing Manager, NICE Consumers today expect world-class customer experiences, and delivering the fast, personalized service they demand requires that you build analytics into the core of your business. Analytics can deliver a competitive advantage by improving the quality of your interactions with customers, and with the contact centre the most vital point […]
WEBINAR: Fast Track Your 2021 CX Service Strategy
Extraordinary times demand original responses. To help you prepare for the next phase of customer service evolution and deliver outstanding CX throughout 2021, Puzzel and customer strategy expert, Martin Hill-Wilson have developed Being Ready, a handy planning framework for contact centre leaders. Join Puzzel’s webinar tomorrow to learn more about the framework and receive your free e-book and templates. […]
Blended human and digital customer service tops investment focus for retailers
Capabilities that bridge the online/offline customer experience gap prove a key investment focus for UK retailers over the next two years. That’s according to the latest report from iAdvize, which polled 50 senior UK retailers in its ‘Blueprint For The New Digital Store Associate In The Age Of Conversational Commerce’ report. It says that with 40% of UK shoppers […]
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 […]
Is on-screen clutter getting in the way of good customer service?
Contact centres are still wasting precious time on administration instead of servicing customers. Colin Hay, VP Sales at Puzzel UK, believes the answer is, quite literally, staring you in the face. Here are 5 tips for improving the customer experience using the latest agent desktop applications… Automating business processes and providing a clearer view of what really matters certainly makes […]
Aegis named a Global Leader once again
Aegis Customer Support Services has been named in the Leaders Category of the IAOP Global Outsourcing 100 list. It is the eighth consecutive year that the global outsourcing and technology specialist has been featured in the Global Outsourcing 100 list, which serves as an essential industry reference of innovative outsourcing services companies in the world. […]
Millennials are redefining customer service
By Merchants As the biggest generation and consumer group in the world today, millennials are now the most important influencers in the world of customer service. Having grown up with technology at their fingertips, millennials now value efficiency above everything else. Receiving goods/services on time and receiving answers to queries or concerns quickly is one […]
Americans say customer service is better than ever
US consumers – especially millennials – say businesses are meeting or exceeding their service expectations according to research from American Express. The study shows US consumers are happier than ever with the service companies provide, with eight in 10 Americans (81%) reporting that businesses are meeting or exceeding their expectations for service, compared to 67 […]
WHITE PAPER: Are you a Customer Service Leader or Laggard?
Part 1: A leader’s perspective on the industry Kura and Inisoft have been working with ContactBabel and the Contact Centre Association (CCA) to understand the state of the contact centre industry from a leader’s perspective, and in contrast to this, an advisor’s perspective. Part one of this research series with ContactBabel takes a deep-dive into […]
