omnichannel

Delivering Exceptional Customer Experience: Tools, Talent and Training

Carlos Hidalgo gives more advice on delivering customer experience through the contact centre, managing and leading remote teams, and preparing…

1 year ago

Guide to Email Management in Call Centres

For customers who want to cut out lengthy call queues and deal with responses to queries at a time that…

1 year ago

Getting Your Contact Centre SMS and Other Messaging Right

Your customer support effort is often the first impression that people interested in your products and services get, so it’s…

1 year ago

Call Deflection: A New Direction That’s Not Just an Excuse, but the Key to Great Customer Service

“Unprecedented demand”, “Uncertain times”, “New Normal” and “Delays in responding to your enquiries” are tedious, vacuous, insincere pronouncements we heard…

2 years ago

Shopper and Retail Employee Communications Roundup

Many industries are in the midst of a massive transformation, driven by the shift to cloud, the evolution of the…

2 years ago

How to Manage a Call Centre Efficiently and Cut Call Volumes

Call centres play a crucial customer support role for countless companies and brands in the UK, and it can be…

2 years ago

What is an Omni-digital Customer Engagement Strategy?

In 2007, the arrival of iPhones and Facebook in our personal lives has completely changed the way we communicate with…

3 years ago

Prospering With Pop-Up Stores

During fashion week in London’s Soho district this past February, Lego opened a pop-up store with nothing in it. Well,…

3 years ago

Retailers Get Personal With Consumers – And It’s Paying Off

Personalisation pays. Boston Consulting Group found brands creating personalised experiences are seeing revenue increase two-to-three times faster than those that…

3 years ago

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