Customer preferences have driven a significant change in the role of the contact centre. A phone call is no longer the first choice to contact an organisation, it is now an escalation when other channels do not work. So how does this affect a company’s approach to its contact centre? Let’s split this into three … Continue reading Customer Service, Evolved
I was asked a question today whilst delivering a webinar. Why isn’t video taking off in the contact centre? Many organisations are trying to personalize their customer experience, to create a better connection with customers. Video is proven to be an engaging content type for marketing, and many companies are also using video as part of … Continue reading Why isn’t video taking off in the contact centre?
In The Age of The Customer, Delivering Good Customer Experiences Is The Key To Success There is an increasing amount of information about the importance of customer service. But what are the points to focus on to deliver an enhanced customer experience Forrester Research looked at the top customer service for 2015, we’ve highlighted some … Continue reading Navigate the future of customer service