By Hilla Karni, VP Product Marketing, ClickSoftware… When it comes to personalisation in customer service, many organisations are falling short of expectations. According to the 2016 Aspect Consumer Experience Index, 58% of surveyed participants feel underappreciated by the organisations they do business with. Even more worryingly, HuffPost reported that 49% of consumers stopped buying from at least one company in the previous 12 months. Customers are not satisfied with the service that is being provided, and businesses need to adapt or risk losing them. Continue reading The art of the possible in personalised service
Category Archives: Guest Content
Customer Service in the Next 5 Years – It’s all about Value and Experience
Customer experience to be a key differentiator: Five ways to ensure exceptional customer service from Ben Willmott at Teleopti… Continue reading Customer Service in the Next 5 Years – It’s all about Value and Experience
How businesses and their contact centres are failing customers [INFOGRAPHIC]
NewVoiceMedia released new research today revealing that many UK businesses lack the contact centre capabilities to meet customer expectations. Continue reading How businesses and their contact centres are failing customers [INFOGRAPHIC]
Empowering customer service agents
The butterfly effect is the concept that small changes, such as the flapping wings of a distant butterfly, can cause a chain reaction of events that can build up to a tornado. Here, Howard Williams, marketing director of live chat software specialist Parker Software, looks at how the simple choice of chat can lead to happier agents and loyal customers. Continue reading Empowering customer service agents
4 ways to increase productivity in the contact centre
Improving agent motivation and productivity has long been a challenge for the contact centre. In fact, some of the more outdated tactics to improve productivity have probably contributed to low levels of job satisfaction and the high agent turnover rate for which the industry is famous. Industry sources estimate that agent churn is as high as of 26 per cent, costing the industry as much as £2.3 billion annually. Continue reading 4 ways to increase productivity in the contact centre
Fingerprint and facial recognition security vulnerabilities demonstrate the need for a different approach
A Daily Mail investigation into the strength of various technologically driven alternatives to the basic password has revealed the ease with which malignant actors can bypass these systems. According to Aspect Software, this affirms the need for organisations to approach their customer’s security with more nuance and from a more holistic perspective. Continue reading Fingerprint and facial recognition security vulnerabilities demonstrate the need for a different approach