Breaking the mould – revolutionising the traditional customer service model

BLOG: by Daniel Bailey, Director of Northern Europe, Zendesk… Think back to the time 10 years ago when phones used to be the prime point of contact for customer-related issues. Those were the good times when businesses could rely predominantly on call agents to respond to customers in a couple of days. It was simple. However, the recent rise of ecommerce, multiple communication channels and the proliferation of mobile devices has meant that consumer shopping behaviours have significantly shifted, sending customer service teams into work overload. Continue reading Breaking the mould – revolutionising the traditional customer service model

Digital is key to improving trust for banks and insurance companies, finds new BT and Avaya research

PRESS RELEASE: Banks and insurance companies can ride a wave of digital transformation to deliver better services and improve customer relationships. Those are some of the key findings of new research by BT and Avaya. The research, Youbiquity Finance, is based on a survey of 3,000 consumers in Germany, Spain and the UK and builds on previous studies published in 2012 and 2014. Continue reading Digital is key to improving trust for banks and insurance companies, finds new BT and Avaya research

SME’s Need to Leverage the Power of Customer Experience

PRESS RELEASE: Start-ups and small/medium enterprises around the world are feeling the impact of digital transformation in the “Age of the Customer”. A recent study by Accenture found that 56% of companies think that the main impact of digital is in customer experience and, as a result, 63% plan to improve it. Investment in customer experience is now critical for companies of all sizes. Continue reading SME’s Need to Leverage the Power of Customer Experience

Ventana Research Releases Research into the Next-Generation Contact Center in the Cloud

PRESS RELEASE: Ventana Research released its latest market research study examining the role of cloud computing in the use of contact centers and where customer self-service can help improve both efficiency and the customer experience. This research identifies, explores and quantifies the ways in which organizations use people, processes, information and technology to manage contact centers and customer interactions. Continue reading Ventana Research Releases Research into the Next-Generation Contact Center in the Cloud