Carlos Hidalgo gives more advice on delivering customer experience through the contact centre, managing and leading remote teams, and preparing contact centres for the new age of hybrid work. In … Read more “Delivering Exceptional Customer Experience: Tools, Talent and Training”
For customers who want to cut out lengthy call queues and deal with responses to queries at a time that suits them, email can be an easy way to reach … Read more “Guide to Email Management in Call Centres”
Your customer support effort is often the first impression that people interested in your products and services get, so it’s important that it stands out for the right reasons. Many … Read more “Getting Your Contact Centre SMS and Other Messaging Right”
“Unprecedented demand”, “Uncertain times”, “New Normal” and “Delays in responding to your enquiries” are tedious, vacuous, insincere pronouncements we heard ad nauseam from many companies as we attempted to contact … Read more “Call Deflection: A New Direction That’s Not Just an Excuse, but the Key to Great Customer Service”
Many industries are in the midst of a massive transformation, driven by the shift to cloud, the evolution of the workplace, and a pandemic that changed the way we connect … Read more “Shopper and Retail Employee Communications Roundup”
Call centres play a crucial customer support role for countless companies and brands in the UK, and it can be a high pressure, stressful environment for staff dealing with frustrated … Read more “How to Manage a Call Centre Efficiently and Cut Call Volumes”
In 2007, the arrival of iPhones and Facebook in our personal lives has completely changed the way we communicate with people. The use of social and messaging channels completely modifies … Read more “What is an Omni-digital Customer Engagement Strategy?”
During fashion week in London’s Soho district this past February, Lego opened a pop-up store with nothing in it. Well, nothing except for a pedestal displaying a QR code. When … Read more “Prospering With Pop-Up Stores”
Personalisation pays. Boston Consulting Group found brands creating personalised experiences are seeing revenue increase two-to-three times faster than those that don’t. Gartner predicts a 15% profit boost by 2020 for … Read more “Retailers Get Personal With Consumers – And It’s Paying Off”