Carlos Hidalgo gives more advice on delivering customer experience through the contact centre, managing and leading remote teams, and preparing contact centres for the new age of hybrid work. In … Read more “Delivering Exceptional Customer Experience: Tools, Talent and Training”
Introduction The flexibility of working from home became even more apparent in the past twelve months. For many, it was not even the normality before offices shut and work patterns … Read more “How to Successfully Motivate Your Remote Contact Centre Team”
I remember a conversation I had with one of my business mentors when I was starting out on my own with my first business. “Revenue is great, but the thing … Read more “Traps to Avoid To Manage Your Call Centre Costs”
In the late 1890s, a newspaper mistakenly printed an obituary for the very alive, very healthy Mark Twain. When word of his death reached Twain himself, he responded to a … Read more “The Phone Is Not Dead”
This past weekend my wife and I drove to Nashville, TN to see our daughter. Even with the restrictions that are in place with social distancing, we had a great … Read more “Building a Human Connection in CX”
For customers who want to cut out lengthy call queues and deal with responses to queries at a time that suits them, email can be an easy way to reach … Read more “Guide to Email Management in Call Centres”
It is hard to argue that 2020 was the most disruptive year to business that any of us have ever known. It was a year when many business plans were … Read more “Regaining Your CX Edge”
I was chatting with a friend this past week who was telling me about the brand fatigue he has experienced. “I simply went to the grocery store to buy a … Read more “An Employee’s Brand Understanding is Foundational for CX”
Enabling the customer experience A recent Customer Experience study by Accenture showed that only 20% of companies are succeeding in delivering good customer experience (CX). This low number exists despite … Read more “Customer Experience Begins with Employee Experience”