Are UK Retailers Ready to Get Personal?

BLOG: Personalisation has been a much talked about theme in retail in recent years and continues to be the stated aim of marketing and ecommerce professionals. But huge volumes of customer data and a lack of expertise in insight and analytics is leading many retailers to fall at the first hurdle, warns leading global customer experience outsourcer, Webhelp. Continue reading Are UK Retailers Ready to Get Personal?

New research from the CCA reveals agent training is falling behind customer expectations

PRESS RELEASE: Based on new research [1], UK customers are likely to find themselves dealing with contact centre agents who are untrained to service with their requests. The research, commissioned by outsourced contact centre specialists Kura in partnership with the CCA (Contact Centre Association), set out to understand where businesses were positioned today and their ambitions for the future. Continue reading New research from the CCA reveals agent training is falling behind customer expectations

Aspect Software predicts the top four customer service trends in 2017

PRESS RELEASE: 2016 has been unforgettable and a banner year for some. It was the year that Theresa May became Britain’s second female Prime Minister. The year that astronaut Tim Peake carried out the first spacewalk by a Briton. And, despite starting the season with odds of 5,000/1, Leicester City stunned the world by winning the Premier League title for the first time. Continue reading Aspect Software predicts the top four customer service trends in 2017