PRODUCT SPOTLIGHT: Premier CX
With 59 million people in the UK now using WhatsApp, businesses are capitalising on its widespread adoption to enhance customer service and establish it as a key communication channel. The numbers speak for themselves, contact centres that have implemented WhatsApp report cost reductions of up to 35% and agent productivity improvements of up to 54%. But simply […]
Looking for a new CX delivery Destination and Partner; Merchants looks forward to meeting you
Merchants is an award-winning customer management partner specialising in business process outsourcing (BPO). Based in a leading BPO destination in South Africa, our mission is to deliver exceptional customer experiences. Our core belief is simple: “People Matter.” We put our people, communities, clients, and partners at the forefront of everything we do. At Merchants, we […]
How dedicated customer service provision helped award-winning Mercedes-Benz distributor, Rygor, solve their biggest CX challenges
More and more of the UK’s leading brands are using a Bespoke Customer Team from Moneypenny, entrusting our brilliant customer service agents to answer their calls and emails, respond on social media, manage their live chat, process orders, take payments and more on their behalf, to deliver the ultimate customer experience. By providing extraordinary support across multiple […]
Looking for a new Customer Experience delivery Destination and Partner? Merchants look forward to meeting you at the Contact Centre and Customer Services Summit
Why choose South Africa? Superior CX Capability – 18% better CX quality when compared to competitor offshore markets Cost Beneficial Region of Delivery – 55% – 65% more cost efficient than source markets Preferential Accent and Customer Engagement – Buyers choose the South African accent compared to other low-cost destinations Why choose Merchants? Merchants is one of the leading Customer […]
Getting Ahead of the Festive Rush: Key strategies for a successful peak season
As the calendar inches closer to the festive season, businesses across the retail and ecommerce landscape brace themselves for the inevitable surge in activity. The weeks between Black Friday and Christmas have long been the defining period of the year for many retailers, often representing the difference between a successful year and one of missed […]
Transforming CX: 7 AI-powered features to enhance your customer experience
By Opus Technology In today’s competitive business landscape, transforming a contact centre into a profit-generating powerhouse is no easy feat. With increasing pressure to enhance customer experience and streamline operations, the integration of AI and innovative technology is proving to be a game-changer. Customers now demand faster, more efficient service. Research highlights that 92% of […]
Are these the 20 most influential CX leaders in financial services?
In the rapidly changing financial services sector, where technology and customer expectations are in constant flux, delivering an outstanding customer experience is vital. Financial institutions must provide smooth, personalized, and empathetic interactions to maintain their reputation and achieve success. With that in mind, the customer experience experts at CX Network have highlighted a list of the financial sectors’ […]
2024 Contact Centre Predictions: The intersection of brand, CX, and AI?
As 2023 came to a close, a survey by Which? found that on average 20% of customers were unhappy with their most recent customer service interaction. Many leading consumer brands were found to be falling behind on basic service KPIs, with almost a quarter unhappy with how long it took to speak to someone who […]
Ireland’s Permanent TSB tackles employee and customer experience
Irish bank Permanent TSB has selected Medallia to deliver its Voice of the Customer (VoC) and employee experience programmes, representing a continuation of their four-year partnership. Medallia’s enterprise experience platform will support the retail bank in further embedding customer and employee engagement initiatives to promote organisational change through the power of positive experiences. Permanent TSB […]
Customer experience is employee experience – and vice versa
Contact centres must provide exceptional customer experience (CX) – and technology, such as AI and chatbots, is playing a key role in transforming that experience. The fast-evolving customer journey is, however, also completely changing the employee experience (EX), with agents now tasked primarily with handling the complex and demanding customer interactions that technology cannot resolve. […]
