Not valuing customers ‘leads to $136 billion switching epidemic’ in US
US businesses have contributed to a switching epidemic by not valuing customers or listening to them when they have problems, with the resulting switching by consumers costing firms $136 billion a year. A report from CallMiner features survey responses from US adults who had contacted a supplier in the last five years and shows that 85% of adults […]
Web chat high on UK financial services agenda
UK financial services companies expect to make massive investments in AI-enabled web chat, automated customer identification and interaction analytics technology within the next two years. A survey of over 200 UK contact centres by analyst ContactBabel shows that financial services operations expect their use of web chat to grow from 24% today to 89% by […]
12 point guide for contact centres struggling with GDPR
Semafone has created a guide for contact centres to help them comply with the EU General Data Protection Regulation (GDPR). The guide was compiled with the help of four industry experts specialising in data security, GDPR, and contact centre technology and offers practical advice summarised in a 12 step path to compliance. Semafone cites research from […]
Amazon still top of UK customer satisfaction index
Amazon is still number one in the UK Customer Satisfaction Index (UKCSI), published by The Institute of Customer Service. With a customer satisfaction score of 86.7 points (out of 100) this is the sixth consecutive time consumers have rated Amazon number one. Eight non-food retailers make up this year’s top 20, and the retail sector […]
Conversational customer relations to take centre stage in 2018?
New research for iAdvize indicates that conditions are ripe for so-called ‘conversational marketing’ to drive customer engagement across multiple industries in 2018. The term is used to describe the use of messaging apps (staffed by both real people and chatbots) by companies as a means of communicating with customers, as opposed to telephone and websites. iAdvize analysed […]
INDUSTRY SPOTLIGHT: A Team Manager’s Perspective – Their response on new advisor research
Kura has just released the latest blog from one of its Team Managers, describing the role of the advisor and what they believe organisations need to do to improve the role for the advisor and in effect, how this will improve customer experience. This blog is in response to the latest CCA research sponsored by Kura and Inisoft. […]
Americans say customer service is better than ever
US consumers – especially millennials – say businesses are meeting or exceeding their service expectations according to research from American Express. The study shows US consumers are happier than ever with the service companies provide, with eight in 10 Americans (81%) reporting that businesses are meeting or exceeding their expectations for service, compared to 67 […]
New Eptica Study: The Changing Face of Chat
How Chat can bring value to your customers and your business? The importance of chat to customer service is accelerating, particularly now that consumers are familiar with messaging apps. It’s no wonder that 50% of companies are using chat, with an addition 24% introducing it in the next year. So, what is the current state […]
FREE DOWNLOAD: Digital Consumer Interaction Report
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 […]
Demystifying Speech Analytics and BI for contact centres
Effective change in your contact centre has to be based on hard evidence. That evidence lies buried within telephone conversations, emails and social media interactions. Join Ember Services for lunch and learn about the key things you need to think about before implementing a speech analytics solution across multiple channels. During the session we will cover: The role […]
