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REPORT DOWNLOAD: The FCA’s new Consumer Duty

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The number of customers turning to social media platforms to express their grievances reportedly tripled between 2017 and 2020

It is vital that organisations expand their use of social media channels to deliver a more effective customer experience. However, with the FCA’s new Consumer Duty regulation replacing Treating Customers Fairly, there is now an even more pressing need for UK insurers to review and improve their customer service processes and delivery.

In Davies’ latest report, The FCA’s new Consumer Duty: Unpacking the role of unstructured consumer feedback in next-gen supervisory data, Davies partnered with DataEQ to explore the implications this new regulation will have on insurers. To test the relevance of social media data in the context of market conduct reporting, Davies and DataEQ categorised social media conversation and complaints about 20 UK insurers according to the four identified outcomes in the Consumer Duty.

Download the report to find out what these businesses should be doing to avoid hefty fines from the regulator and put customer needs at the heart of their products and services.

Click Here To Download

DOWNLOAD: 2021 Talkdesk global contact centre KPI benchmarking report

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By Talkdesk

At Talkdesk, we know the importance of benchmarking in driving strategic business decisions. Featuring our proprietary data, the brand new Talkdesk KPI benchmarking report analyzes the impact of the turbulence of 2020 on contact centre performance across five operational metrics applicable to every industry.

What you will learn:

– The importance and benefits of benchmarking.
– How contact centre metrics changed during 2020 compared to 2019.
– How your contact centre performance stacks up against peers across industries, regions and company sizes.
– Tips to optimize your contact centre and improve CX.

Click here To Download


FREE DOWNLOAD: Digital Consumer Interaction Report

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The IMImobile Digital Consumer Interaction Report presents findings into the customer service experiences and expectations of 1,000 UK consumers.

Get inside the mind of today’s digital consumer and discover why 68% of consumers prefer messaging based customer service to phone or email.

Download the report to help you verify that how you communicate, deliver services and create experiences meets the demands of the modern digital consumer.

Click here to start download.

Guest Blog, Heather Richards: The ‘crystal ball’ of customer service…

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If the US election result tells us anything, it’s that the ability to predict results is neither easy nor guaranteed. Any pollster or political commentator can now tell you that there’s a world of difference between what someone says and what they actually mean. It’s something that centre agents instinctively know to be true; customers can ask the same question in thousands of ways, sometimes skirting around the subject or simply not having the technical terms they need to address it.

Deciphering what the customer wants and resolving the query efficiently and effectively is compounded by the pressures of accessing the right information against a backdrop of having to handle an increasingly diverse range of issues, which could potentially affect almost every aspect of a customer’s experience with a business. As larger businesses use consolidated contact centres that support multiple products and services, heavier burdens fall on a fewer number of agents who, in most cases, have difficulty finding the information appropriate for each enquiry. 

Despite the best efforts – and investments – in CRM over the years, it can still make a centre agent or customer service rep feel like what they really need is a crystal ball if they’re ever going to reach customer satisfaction.

Sadly, no crystal ball exists. So to be successful in consistently delivering outstanding customer experience, contact centres need provide instant access to information by supporting the complete customer journey. In essence, giving agents the tools. 

In any customer interaction, the agent is essentially being asked to follow a three-step process:  

  1. Understand the intent and context of the inquiry to eliminate time consuming research and get to the answer quicker.
  2. Anticipate the answers needed and predict what the customer might ask next.
  3. Learn from the conversation to improve future interactions, giving better customer service and less admin. 

The certainty and consistency in customer service interactions, reducing , and satisfaction on both sides. Gartner’s ‘Knowledge Management Will Transform CRM Customer Service‘ report supports this, noting that “the use of tools such as semantic search engines tied to well-curated knowledge repositories can accelerate time to answer queries by 80 per cent” and increase customer satisfaction by 12 per cent. 

Transversal has worked with some of the largest and most customer-service focused and busiest organisations in the UK, from John Lewis to Mothercare, to the BBC, RAC and more. Transversal’s Prescience platform works in much the same way as the human mind works, to understand, then predict, and finally improve customer interactions by continually learning and improving knowledge as it goes.

Armed with CRM data and case detail, Prescience work by anticipating what agents need from the moment they begin entering text into a service request form, or by contextually understanding information in a chat or email response. Bringing in elements of artificial intelligence and cognitive knowledge management, the platform begins to process what people are asking before they have even finished their sentence. This simple but intuitive function eliminates unnecessary research, increases knowledge usage, and naturally reduces the effort for everyday agent tasks.

Independent  research has found this leads to a 28 per cent increase in customer service rep productivity and reduces call times by 40 per cent. 

But customers usually ask more than one question. It uses ‘smart links’ to mimic a person’s train of thought to identify what they are likely to ask next, enabling the agent to provide a better service and increasing first contact closures by 18 per cent, according to the same research.  


Heather Richards, CEO, joined Transversal in 2001 and has been instrumental in the company’s growth from a Cambridge technology start-up into the successful business it is today. Heather holds BA degrees in English and Philosophy from Westminster College in the US, and an M.Phil. in European Literature from the University of Cambridge.

‘Tipping point’ between traditional and digital service identified by Verint…

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The results of a large-scale study of more than 24,000 consumers in 12 countries commissioned by Verint Systems Inc. has identified a ‘tipping point’ between digital and traditional customer service; indicating that, despite the rise in digital customer service channels and options, 79 per cent of consumers prefer ‘human touch’ to remain a part of customer service when engaging with brands and service providers.

The Digital Tipping Point: How Do Organizations Balance the Demands for Digital and Human Customer Service?’ report revealed that the complexity of the service requests are ‘heavily influencing’ whether a customer will choose digital or more traditional channels, such as phone or in-store, to resolve their request.

Many consumers around the world are choosing the phone (24 per cent) or going in-store (23 per cent) as their primary way of interacting with service providers and brands. Regarding the choice of preferred digital customer service channels, 22 per cent of consumers want access to an online account, 14 per cent want the ability to communicate with a customer service agent via email, and 9 per cent cited that they prefer to connect using mobile apps.

Download the full report here

Industry Spotlight: Customer satisfaction in telecoms industry ‘on the up’, despite remaining the lowest ranked sector…

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Continuing the ‘ongoing upward trend’ in satisfaction since 2011, overall customer satisfaction in the telecoms sector has reportedly increased in the last 12 months, according to the UK Customer Satisfaction Index (UKCSI) published by The Institute of Customer Service.

The UKCSI, which analyses customer satisfaction levels across 13 ‘key’ industries, has given the UK telecoms sector a customer satisfaction rating of 72.9 out of 100; 1.2 points higher than its recorded score in the same report the previous year – however still remains the lowest ranked sector.

The Index provides fundamental insights into key metrics – such as complaints, trust and changing channel use — and this year, the sector has experienced improvements in measures including the speed of service for face-to-face contact with customers; as well as the ease in getting through to companies on the phone. Nonetheless, telecom continues to generate the highest number of complaints, with 20 per cent of customers having experienced an issue.

Although this has dropped by 2.6 per cent over the past year, the figure is still much higher than the UK average of 12.5 per cent.

Analysts found a total of eight organisations within the sector have made significant improvements, with only one demonstrating a fall in customer satisfaction. Giffgaff tops the tables as the highest scorer in the industry, with Tesco Mobile considered as the most improved.

CEO of The Institute of Customer Service, Jo Causon, said: “’Getting it right first time’ has to be a prerequisite for any organisation. Customers expect to be dealt with quickly and competently – as soon as they start to feel let down or ignored, their trust is lost. It’s encouraging to see the telecoms sector is making progress, but prevention is always better than cure, so the industry should take note of the areas which need to be focused on. Efficiency, effectiveness and empathy are key, and organisations should always follow up with customers to ensure that the problem is resolved.”

The Index concluded its results on the basis of 10,000 consumer responses, and found that in many sectors, there has been an increase in the score for ‘customer effort’ – meaning customers had to invest more time in dealing with organisations than they did a year ago.


Download the UK Customer Satisfaction Index (UKCSI) here

Report highlights ‘telephony’ self-service status in the UK market…

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In the ninth installment of its ‘Inner Circle’ series focusing on subjects including; cloud-based contact centres, self-service, outbound & call blending, customer interaction analytics and PCI DSS compliance, findings of ContactBabel‘s The Inner Circle Guide to Omnichannel Customer Contact’ report indicated that 32 per cent are currently offering a full ‘telephony’ self-service channel in the UK; with the platform becoming more prevalent in the utilities and finance sectors.

Retail & distribution and insurance sectors were least likely to be doing so, and the report found a distinct pattern in full self-service regarding contact centre size, with 63 per cent of respondents from large contact centre operations (200+ agents) implementing this; compared with 27 per cent in the mid-sized sector (51-200 agents); and only 15 per cent of small contact centres (50 or less agents).

Download the full report here