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 […]
Analytics demonstrate the transformative power of video for contact centres
Video has become the preferred media for consumers to get information (think YouTube, TikTok, Instagram etc) and is therefore a must-have medium for businesses to engage their customers. This trend is particularly evident in contact centres, where video content can significantly enhance customer experience (CX). Videos capture and retain audience attention more effectively than text-based […]
Using personalisation to support your vulnerable customers
This article was originally published in The Good CX Guide, an e-book on the topic of caller experience best practice. To download the guide, packed with practical advice for contact centre professionals, please click here. A personalised caller experience allows customers to interact with you in a way that suits them, that allows them to feel unique […]
How can working from home impact your customers?
Many employees across the country are now working from home, and have been for some time. Transitioning from office to home on the face of it seems like a straight forward task of moving hardware when in fact what we’ve learnt over the passed year is that- one of the biggest mistake’s companies have made […]
Q&A: Five minutes with… Kirsty Ferguson, Premier CX
In a new regular feature, we talk to some of the leading suppliers to the call centre & customer services industry about trends, challenges and top Netflix shows. First up is Kirsty Ferguson, Executive Assistant to the Director of Sales at Premier CX… Tell us about your company, products and services… Premier CX is an […]
Looking for a new call centre event to attend? You need the Call Centre & Customer Services Summit…
With the next Call Centre & Customer Services Summit taking place on April 24 & 25 at the Radisson Blu Hotel, London Stansted, we thought we’d give you a few reasons to book your place at the event nice and early. Put simply, if you’re looking for a new and informative call centre and customer […]
