Customer Experience

In order to stay one step ahead, financial services organisations are shifting their focus to the customer experience (CX). Although operational efficiency and profitability are still top of the list, rising customer expectations and pressure from the competition has meant CX and everything that goes with it, needs to be heavily considered from a strategic perspective.The meaning of customer experience can be defined in many ways. We think Gartner’s explanation hits the nail on the head. According to Gartner, the...

When trying to meet and improve service level agreements, reviewing agents’ performance and providing adequate agent training is imperative for success. Unfortunately, making time for training doesn’t always seem possible. Contact centers are notorious for being extremely busy and agent time is closely monitored to ensure that customers’ calls are promptly answered. There are a few things that you can start implementing immediately to help meet training needs while investing less time and effort and improving your outcomes... The rest...

The mis-selling of Payment Protection Insurance was the first to highlight a need for banks to improve monitoring of customer-agent interactions to ensure compliance was being upheld. Moreover, after the 2008 global financial crisis, consumers have became more aware and open to complain about the service being delivered when and if they feel they are being miss-sold too. Figures published by the FCA regarding consumer complaints in 2018, show how important it is for banks to re-engineer the way they...

It is no secret that as consumers we want to communicate with a brand when we want, however we want, making the multi-channel contact centre a very popular theme. In fact, most of us use two or more channels, top of which are the website (85%), phone (75%), email (65%) and live chat (58%). Despite this, a recent study found that 58% of retailers provide different answers to the same question across multiple channels. This is not a surprise as...

The property sector in the UK is a continuously evolving sector, largely influenced by the changing socioeconomic and technological landscape of the country at each given time.  A few years back, we were talking about the change brought about by the introduction of online property portals such as Rightmove and Zoopla. Today, affordable housing initiatives by the government as well as the rise of property sharing in big cities are once again changing the market dynamics. In such a diverse...

In today's digital world, robotic process automation (RPA) is experiencing a fast uptake, driven primarily by the abundance of data accumulated by organizations and changes in consumer behavior. As consumers, we have come to expect immediacy and accuracy for our typical dealings with companies, like seeking an answer to a question, placing or changing an order, or just updating our details. But, when faced with more complex issues, we look for empathy and understanding, and it is on these occasions...

[Updated Dec 2019]Contact Centre Managers can face a real challenge when it comes to them trying to reduce cost in the contact centre. To make the most out of every customer interaction requires a balance of productivity, quality and efficiency in day to day operations. Here are our top 5 technologies that can help reduce cost in the contact centre without compromising quality in 2020: 1. Reduce Cost in the Contact Centre with Workforce Management Workforce Management (WFM) technology allows...

These are your current (or future) employees and customers. Are you getting it right in attracting them and keeping them loyal?Read our Infographic and find out:   What Millennials really want from a brand What they want from an employer Tips on how to get it right  

On the 12th of May we held a joint webinar with Call Centre Helper discussing the best ways to introduce and maintain agent empowerment. One thing that was emphasized by all panellists was that to achieve employee empowerment an organisation needs processes, technology and leadership.

Failing to deliver on service can be extremely costly. 93% of people will take action following an inadequate experience. US Businesses felt the truth of it reporting a $41 Billion loss each year due to poor customer service. With a customer satisfaction score of 100% achieved monthly, we asked Lil Lambert Willis from Business Systems’ Customer Service team to share their approach to customer service. How long have you been working in customer service for? I have been dealing with...

Chris Rainsforth, Senior Customer Contact Specialist at The Forum, talks to Business Systems about the state of customer experience today at this year's National Quality & Customer Experience Conference.  One of the key drivers for organisations is to deliver a better experience for customers regardless of the industry or organisation size. They are finally starting to think differently and understand the importance for customers and organisations alike to gain more for less. In order to achieve that, organisations are investing...

There has been a lot of hype recently about voice biometrics for the contact centre, but what does it really entail and can it benefit your contact centre? Voice biometrics works by automatically comparing the voice of a customer on a call with a stored voice print of that customer to verify that they are indeed one and the same. The idea being that this helps cut down on contact centre fraud whilst also improving customer experience by reducing call...