CX Automation can (and should!) be used to improve customer experience, but how? And, importantly, how does it affect the customer?Automation is becoming increasingly prevalent across all industry sectors, from self-serve…
Many UK businesses now focus on customer experience as their main point of competitive differentiation, and profitability.In fact, according to a round-up of CX stats from Forbes, brands with superior customer…
We’ve all heard of IVR – or interactive voice response – a telephony tool that’s been used in contact centres and customer services departments for decades. But what is visual IVR? And…
Analytics can provide a host of data insights across all areas of business – and customer experience is no exception. But there’s a crucial difference between analytics and real-time analytics,…
Whatever your primary customer contact channel, customers need to be engaged throughout the journey and experience positive emotions. Only then can you positively influence the outcome of the interaction.…
Working in the customer experience space for so long, I’m always reading about how businesses need to embrace ‘this or that’ customer experience strategy and see trends come and go…
We know how much CX is on the minds of UK businesses right now – many of whom are struggling to meet a surge in online and telephone contact whilst…
If you’re responsible for running a contact centre, then you don’t need us to tell you why average handling times and call volumes are such important metrics.With industry figures quoting…
You may have heard about CCaaS or Contact Centre as a Service. But what is it? Who uses it? And why choose one to manage your contact centre, as opposed…
We all know that customer experience is high on the agenda for many businesses (and why), with many investing huge amounts of money in new digital platforms to better…
