Customer Experience

Nearly 52% of contact centres are unaware of the reason their clients are calling*. Do you have the necessary information for why your customers are making contact? The topic of Customer Intent is not necessarily a new one, but it’s a hot one. Helping your contact centre delve deeper into the customer journey, intent is what drives productivity, success and most importantly of all, customer satisfaction.    The benefits of understanding customer intent Understanding customer intent can help facilitate a clear...

Coming in July 2023, the FCA's new consumer duty represents a major shift in expectations for financial services firms. Imposing a greater standard of consumer care at every stage of the customer journey, the rule affirms the duty of UK financial services firms to put consumers' interests first. More than simply regulating firms, the FCA have placed the onus on firms to prioritise and deliver good outcomes to retail consumers, provide evidence of this, and proactively act when expectations are...

The customer experience (CX) landscape is constantly changing.  New competition, new technology and rising expectations from both clients and employees means the CX journey presents high-risk challenges, but also high-growth opportunities for organisations.  If organisations get it right, they can recruit an army of external and internal brand ambassadors. If organisations get it wrong, the stories of bad customer service and disappointing products can ravage their way through social media networks, damaging a brand's reputation in a matter of hours. ...

We absolutely loved celebrating National Customer Service Week.  It’s always a good opportunity for our Teams to take a step back and recognise their achievements and just how far they have all come as well as share their expertise and advice. Our celebrations have kept us busy, with a selection of insight around technology, statistics and top tips, through to shining the spotlight on our internal service teams.  Here’s a recap: Monday 3rd October - The Human-Tech Interface We kicked...

*Written by our very own Shaunna Wilson - WEM ConsultantPoor mental health is costing contact centres almost £1 billion each year. Agent burnout and motivation is an ongoing concern, and something which is repeatedly being mentioned in conversations I am having with clients. If you’re struggling with agent burnout, here are my top 3 pointers to help overcome this. 1. Speak to your agents I hosted our first Calabrio Community Forum of 2022 a few months back. Not surprisingly, hybrid...

In Europe alone, the number of Electric Vehicles (Battery electric + Plug-in hybrid electric) for 2030 is estimated to be around 29 million. The EV industry has officially taken off, and if you’re in the market considering the switch to electric, the choices are endless. But what would help push you over the line when choosing which brand to go for? Could a good customer experience (CX) be one? The Power Behind a Good Customer Experience Research states that 86%...

To meet the needs of today's empowered consumer, organisations need to embark on a customer experience (CX) transformation journey. A Haven to Share CX Challenges To help organisations along this journey, we’ve been running exclusive CX transformation led networking events. By sharing challenges and best practice methodologies, we’ve created a ‘safe haven’ for thought leaders within the contact centre space. A space to share CX insight, drive efficiency and connect with like-minded peers. Attended by Customer Experience and Contact Centre...

The Pandemic has accelerated digital adoption For many years contact centre experts have talked about the idea of cloud contact centre technology being the solution for true omni-channel customer experiences as well as a solution for remote working. However, 2021 was the year we really saw organisations putting their money where their mouth is. The reason for organisations doubling down on digital innovation has mainly been due to the unprecedented events of the pandemic. Amongst all the changes we’ve had...

In the early 2000s when automation first started gaining momentum, call centres businesses saw it as an opportunity to reduce costs and improve agent efficiency and less about improving customer experience. However, this business logic has changed over the years as businesses now deem customer experience as the most important reason for investing in call centre automation. The change of mindset has been a result of two megatrends that have reshaped the business world for good. Firstly the widespread adoption...

The chaos of the worldwide pandemic has pushed us to the verge of another cloud migration . We’ve seen it with data storage, and we will now witness the same evolution in the contact centre industry, moving from the on-premise call centre solution to a cloud contact centre. Why implement Cloud Contact Centre technology? It’s a reality that COVID-19 caused contact centres worldwide to struggle as they attempted to implement efficient remote-working solutions for their contact centre agents. Implementation needed...

As the COVID-19 lockdown restrictions slowly start to ease, businesses are now turning their attention to reopening and looking forward. Organisations, particularly contact centres are now operating in a world that already looks different to the one we left a few months ago.It’s an everchanging landscape, where contact centres now need to be thinking strategically rather than tactfully, so we thought it timely to team up with our partners NICE inContact, to deliver an insightful webinar on how you can...

Our latest webinar, ‘Top Tips for Combating Challenges in The Contact Centre’ was packed with an array of knowledge, best practice techniques and even a very good list of suggestions on what to watch next on Netflix, thanks to our audience contributions! (Tiger King it is then!). To catch this webinar on-demand, check out this link:Top Tips for Combatting Challenges In The Contact Centre During COVID-19 Here are the top takeaways from the day: Demand V Customer Service COVID-19 has...