As the second Payment Services Directive continues its rollout, regulations making it obligatory for organisations to implement strong customer authentication (SCA) in online payments will come into force on September 19th this year. Despite the proximity of this new requirement, regulators have still not made clear what the most effective way to implement SCA is, in a way that does not compromise on customer convenience. Continue reading Lack of clarity from regulators is hampering moves to make strong customer authentication a reality, says Aspect
Category Archives: Guest Content
Make your CX stand out from the crowd
Loyalty and satisfaction go hand in hand; you won’t have loyal customers unless they’re satisfied with your level of customer service. In a time when competition levels are rocketing, it’s hard for brands to stand out from the masses, but focusing on making your customer experience unique is a sure-fire way to get a step ahead. Continue reading Make your CX stand out from the crowd
Eight Tips to Minimize Customer Effort and Maximize Customer Satisfaction
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
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