Customer experience is today’s number one USP and it’s revolutionizing the way we do business. While the contact centre remains the catalyst for service excellence, every single department must play its part. Rob Clarke at Teleopti sheds light on a few golden rules for corporate-wide customer service… Continue reading The whole organisation is a customer service centre →

In the second blog of this new series, Colin Hay explores the rise of social media in contact centres. He discusses 7 ways cloud technology can help to deliver outstanding social customer service… Continue reading Making light work of digital channels – 7 tips for social customer service →

According to Patrik Vesterberg at Teleopti, tried and tested isn’t always best. Here, he explains why change is good and outlines a flexible philosophy to kickstart the transformation of your customer interactions… Continue reading Resistance to change – the arch nemesis of customer experience →

One of the greatest challenges of retaining customer loyalty is offering customer care that is both personalised and seamless. Even though individualisation has established itself as a prerequisite for quality customer care experience, companies still need to pay close attention to users and consumers on every channel. Continue reading Omni-digital vs omni-channel: what is the difference? →

In the first blog of this new series, Colin Hay explores the rise of Web Chat and Co-browsing. He shares 7 tips for blending the two using the latest cloud contact centre solutions to create a complete and satisfying customer experience… Continue reading Making light work of digital channels – 7 chat and co-browsing tips →