AI key to customer service, but performance overrated
Sixty-three per cent of contact centre leaders agree that chatbots and virtual assistants make it easier for consumers to get their issues resolved. That’s according to findings of the second annual NICE inContact CX Transformation Benchmark, a global research study that gauges the changing attitudes of both industry professionals and consumers. NICE inContact polled contact […]
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, […]
GUEST BLOG: Customer Service Management – It’s time to change the metrics
Customer experience (CX) has become a priority for the vast majority of organisations – or has it? With the large volumes of contact centre advisors still incentivised based on speed – typically the Average Handle Time (AHT) – CX goals are quite often unachievable. Companies have two options: speed or quality. Get the customer off […]
CX and contact centres: What will change in 2019?
By Peter Tetlow, Client Solutions Director at Ventrica In 2018 it was predicted that voice would soon be dead and that the only sounds heard in contact centres would be keyboards – or chatbots controlling the customer experience (CX). However, this prediction missed one critical factor: the customer. With this in mind, Peter Tetlow, Client Solutions […]
Guest Blog: Does The mighty shift towards customer ease and digital interactions inform your CX strategy?
It won’t come as news that your contact centre is the beating heart of your organisation. What happens here really determines the quality of your customer experience. But despite an overall upswing in the UK Customer Satisfaction Index many UK customers have reported a rise in customer effort, implying further potential for improvement. Jonathan Sharp, […]
Guest Blog, Simon Pennie: The power of great customer service…
Businesses spend vast amounts of time, money and resources to build a brand that customers love. But if they fail to ‘put their money with their mouth’ is – by investing in delivering top notch customer service in their contact centres – they risk squandering their hard-earned reputation. In an era of fierce competition and […]
Technology designed with your customers in mind…
Seamless customer engagement begins and lasts with Netcall. Whether you are looking to refresh or replace your contact centre telephony or join up legacy systems and processes, we can work with you to enhance and personalise customer experience. Netcall’s integrated customer experience (CX) platform seamlessly manages interactions from start to finish. Create a positive customer […]
