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In an era where customers are increasingly demanding, customer satisfaction is crucial and leads to countless benefits for brands, including increased loyalty, word-of-mouth marketing and ultimately higher revenue. A Walker … Read more “Driving Customer Satisfaction in Your Contact Centre”
As the customer journey evolves and extends into new environments like messaging, social media and mobile, today’s contact centres are changing. Businesses are being forced to re-think the way that … Read more “Understanding Conversational AI: Customer Engagement in the Age of Messaging”
Despite the best-laid plans, holiday gift season doesn’t always go as expected. No one knows this better than a retail contact centre agent or store employee, because they hear about … Read more “5 Essential Tips For Customer-Pleasing, Post-Holiday Customer Service”
In today’s digital world, customers reaching out to companies for advice, support, and sales expect more than basic and slow interactions with IVR systems. The expectations are higher than ever … Read more “Transitioning to a Cloud Omnichannel Contact Centre”
59% of online shoppers will stop shopping with you after a bad experience, and 40% of those customers will tell others about it. What’s more worrying, is that 80% of … Read more “The Ecommerce Customer Journey Mistakes that are Losing You Customers”
The contact centre environment has changed drastically over the years. In the past, contact centres were seen primarily as “cost centres.” Though you needed these solutions to engage with your … Read more “The Contact Centre Shift: From Cost Centre to Profit Centre”
In an age where customer experience is king, your contact centre must be as efficient, intuitive, and productive as possible. Studies suggest that 89% of businesses will need to compete … Read more “Cloud Is the New Black in Contact Centre”
Retail analysts concur that personalisation is the way forward in retail. Forrester says: “Personalisation is no longer optional for delivering exceptional customer experiences.” BRP says: “Personalisation is not just a … Read more “Tapping the Right Data for Relevant, Personalised Customer Engagement in Retail”
Traditionally, the role of the agent in the contact centre has been vital yet costly. To address these cost concerns, many companies—often challenged with legacy systems—tried to automate customer service … Read more “Why AI is Critical to the Future of Customer Engagement”
