Companies are facing increased customer demand for digital self-service options, such as chat and text message, but many are quick to add new channels of communication without first addressing internal barriers. A new study announced today, “The Danger of Digital: Why digital self-service without true omnichannel strategies risks the entire customer experience,” found that in the rush to deploy additional customer communication channels, many organisations skip the much-needed operational planning required for those channels to provide the best possible service to customer. Continue reading New Calabrio Survey Finds UK Companies Struggle to Truly Support Digital Self Service →

While customer experience continues to be the top priority for businesses, a new report announced, “The Health of the Contact Centre: Agent Well-Being in a Customer-Centric Era,” reveals that 56 percent of contact centre employees cite complex customer problems as their top challenge. A full 60 percent admit their company has left them ill-equipped to handle these problems, leaving agents stressed and unengaged. Continue reading Contact Centre Employees Warn Increasingly Complex Customer Problems and Lack of Support Will Impact the Brand Experience →