If you lead a team in a contact centre, you’ll already understand the importance of customer experience (CX). Good CX boosts business success and profitability. A Salesforce study found that … Read more “How To Build a Customer-Centric Team”
In recent years, customer expectations have sky-rocketed regarding interactions with your brand. 80% of customers now view their experience as being of equal importance to the products they buy from … Read more “How To Build a Customer-Centric Team That Boosts Profitability”
It’s no longer just “nice” for call centre agents to provide an exceptional contact centre experience, it’s vital. According to the report, 2022 June Market Study: CX Trends, Challenges & … Read more “Top 10 RingCentral Customer Experience Innovations for 2022”
If you’re a frequent reader of this blog and my articles, you already know that customer experience (CX) is a recurring theme for me. The reason why? I firmly believe … Read more “The ROI of Customer Experience”
Sebastian Glock is Senior Technology Evangelist at Cognigy where he acts as a mediator between technology and business. He has advised top-tier companies in Europe and North America in digital … Read more “Ringside: Insider Interview with Sebastian Glock”
Daniel Ord is a certified CXPA Recognised Training Provider with an insightful background. Accumulating years of experience through other companies and his own (OmniTouch International), Daniel is no stranger to … Read more “Ringside: Insider Interview with Daniel Ord”
Looking to resolve your customers’ queries quicker? 68% of people get annoyed when their call is transferred between departments so don’t keep them waiting. Consider using conversational AI to facilitate … Read more “How Conversational AI Facilitates Smart Routing”
Customer care is taking care of your customer. End of the article, right? If only it were so simple. While every eCommerce business realises the importance of providing the best … Read more “What is Customer Care? The Ultimate Guide”
The role of a contact centre agent is a challenging one, to be certain. Agents are required to address customer issues, exhibit patience and meet customers’ expectations even when they … Read more “Why Organisational Alignment is Important for Your Contact Centre”