Making life easier for customers is the first step towards brand loyalty and business success. Magnus Geverts at Teleopti shares his eight top tips for reducing customer effort in contact centres… Continue reading Eight Tips to Minimize Customer Effort and Maximize Customer Satisfaction
Category Archives: Guest Content
The Foundational Pillars of Omnichannel Success
Many organisations want to provide an omnichannel experience, but few are actually doing it well consistently. If you’re a contact centre leader who’s been challenged with leading the omnichannel charge, you’re probably wondering what it takes to make, or break, a successful program. More importantly, what are the components necessary for getting it right? Continue reading The Foundational Pillars of Omnichannel Success
What customers want
Customers are the lifeblood of every organisation so getting the customer experience right is vital. Every company aims to exceed service expectations but to achieve this it’s important to understand what customers want and expect. Sundeep Boughan at Puzzel takes a closer look… Continue reading What customers want
Why Agent Engagement Hinges on Tool Effectiveness
If organisations want to deliver a great customer experience, it’s important to create a great agent experience. Research consistently indicates a significant connection between an agent’s level of engagement and satisfaction and their ability to provide a positive customer experience. A study by Ventana Research found that a very satisfied agent is twice as likely as one less satisfied to meet key performance metrics such as average handling time, customer satisfaction scores, and first-contact resolution rates. Continue reading Why Agent Engagement Hinges on Tool Effectiveness
Is your contact centre missing the latest evolution of Cloud Computing?
We’re in danger of losing our softer side of customer service
Neil Hammerton, CEO, Natterbox… Continue reading We’re in danger of losing our softer side of customer service