GUEST BLOG: Are efforts to reduce contact centre volumes harming your customer experience?
By Synthetix Customer experience in one industry sets the bar and shapes expectations for all experiences. This has never been more true and applies to many aspects of our lives. I wonder how many people have walked into a hair salon, clenching a photo of what they would like their hair to look like, just […]
GUEST BLOG: Speaking your customers’ language
By Pole To Win Multilingual support is essential in a global market. At a basic level, exceptional customer experience relies on exceptional communication. The underlying fundamental is exceptional, coordinated and consistent communication in all of your customers’ native languages. Making an assumption that all of your customers are able, willing or comfortable with communicating in […]
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 […]
GUEST BLOG: How to avoid the cost of a disgruntled customer
Customers are paramount to business success. Ensuring your business maintains customer satisfaction throughout the entire customer journey is a complex and important process, as the cost of getting it wrong and creating a disgruntled customer can be huge. Mandy Holford, director of customer services at Echo-U, a contact centre that delivers customer service on behalf of […]
GUEST BLOG: Integrated CX and QA – Drive engagement through uniting teams
Increasing productivity, efficiency and customer retention by aligning QA and CX teams in a multilingual, multidisciplinary environment, by By Pole To Win… Beginning as two separate entities, Quality Assurance (QA) and Customer Experience (CX) historically existed independently in software development and support services, but as customer engagement and retention have become increasingly important, companies have strived […]
GUEST BLOG: Tackling high staff turnover in call centres
High employee turnover is a problem for many industries, but it’s especially tough for those in the call centre sector. In the US, the average employee turnover rate stands at 15.1%. Unless you happen to work in a call centre. That turnover rate comes in at a whopping 30% to 45%. A high turnover rate […]
GUEST BLOG: Compliance3 details contact centre data breach consumer research
By Glenn Hurley, Chairman, Compliance3 Hardly a day seems to pass when we are not made aware of yet another organisation struggling to cope with a breach of its clients or customers’ personal data. Whilst this will have a diverse detrimental effect on the finances of the organisations involved, it can have a dramatic personal […]
GUEST BLOG: Deadline looming to complete transition to ISO9001: 2015
By Rob Hines, Coaction Solutions The deadline to achieve transition from ISO9001: 2008 to ISO9001: 2015 is September 2018, and although it seems a while away yet, are you safe in the knowledge it will be completed in time? The risk to your business if you don’t, is that you will lose your certification which […]
Guest Blog, Amanda Johnson: Top tips for introducing a business continuity management strategy…
Business Continuity involves building resilience in your organisation by identifying its key products and services and the critical activities that underpin them, then devising strategies so that you can trade through a disruption and recover afterwards. Most organisations recognise the importance of having a Business Continuity plan in place, but perceive the process to be […]
Guest Blog, Darryl Beckford: Merging the new with the old – disruptive technologies for contact excellence…
Customer expectations have never been higher, and the contact centre has been heavily affected by the rising ‘bar’ for contemporary customer experience, fuelled by rapidly evolving consumer technologies. But in reality, many struggle to reconcile antiquated operations with strategic digital ambitions. The danger is that without improving the customer experience and breadth of service available […]
