The research, The Digital Customer 2017 — Chat, tap, talk: eight key trends to transform your digital customer experience, is based on an independent survey of 5000 consumers across Belgium, China, Germany, the Netherlands, India, Singapore, South Africa, Spain, the UK and the US. Its findings suggest that a growing number of consumers internationally find it easier to deal with organisations via messaging and social media, a trend driven by a surge in their personal use of apps such as WhatsApp. Continue reading Organisations should embrace new messaging culture to satisfy rising customer service expectations
Daily Archives: December 6, 2017
Virtual Hold Technology’s Partnership with Videlica Helps Businesses of all Sizes Eliminate Hold Time Across EMEA
Failure to tackle lengthy call queues has been a significant challenge for contact centres in the UK – costing businesses an estimated £3.7 billion. To help alleviate revenue loss, Virtual Hold Technology (VHT) and Videlica, a virtual queuing and omni-channel solutions provider, are expanding their long-standing partnership to bring VHT Callback cloud to EMEA. Continue reading Virtual Hold Technology’s Partnership with Videlica Helps Businesses of all Sizes Eliminate Hold Time Across EMEA
New Study Finds Brand Loyalty Hinges on Customer Support Experiences
A new study from IDC and LogMeIn found that fast and effective support will be a competitive differentiator for companies looking to win-over digitally transformed customers and employees. According to the study “Support Services as a Competitive Differentiator”, nearly 67% of consumers said that customer satisfaction was more important than price when doing business with a company, yet nearly 30% of companies still say that reducing the cost of support is more important than customer satisfaction. Continue reading New Study Finds Brand Loyalty Hinges on Customer Support Experiences
Fire services join forces to answer 999 calls
Hertfordshire Fire and Rescue Service has joined forces with fire services in Norfolk, Lincolnshire and Humberside to answer 999 calls more effectively in even the most testing conditions. Continue reading Fire services join forces to answer 999 calls
Grosvenor Services Group expands to new Sheffield office
Grosvenor Services Group, part of specialist outsourcing business Echo Managed Services, has expanded to a new office in Sheffield following a strong period of growth. Continue reading Grosvenor Services Group expands to new Sheffield office
One of Australia’s Largest Insurers Selects NICE’s Nexidia Analytics Solution to Improve Customer Experience
NICE announced that one of Australia’s largest multinational insurance companies is implementing Nexidia Analytics as part of an initiative to improve customer experience, increase efficiency and reduce costs. The company selected the next-generation omnichannel analytics solution due to its speed, accuracy and responsiveness, as well as its integration capabilities and impressive proven results. Continue reading One of Australia’s Largest Insurers Selects NICE’s Nexidia Analytics Solution to Improve Customer Experience