Key Trends Shaping the Contact Centre Market

Posted by Nicola Collister

The first trend which i think is of real significance is around offering personalised customer interactions. If we think about our Customer Experiences now compared to three years ago, it wasn’t...
Read More March 24, 2015

Topics: Contact Centre, Customer Experience

Should My Customer Experience Be As Stressful As Buying A House?

Posted by James Hargreaves

Moving into a new house is stressful enough, without having to worry about the TV and internet (#firstworldproblems).
Read More March 18, 2015

Topics: Contact Centre, Customer Experience

What Your Contact Centre Will Look Like In 5 Years Time

Posted by Bob Winnington

Have you ever wondered what your Contact Centre might look like in a years' time? How about five years' time? Here we're going to take a look at what you need to start thinking about now, to make...
Read More March 17, 2015

Topics: Contact Centre, Customer Experience, Future Of Contact Centre

Four Characteristics of High Performing Service Organisations

Posted by Bob Winnington

We all know the benefits of providing excellent Customer Service, but what are the key characteristics of high performing service organisations?
Read More March 17, 2015

Topics: Contact Centre, Customer Satisfaction, Customer Effort

How To Use Proactive Communication To Improve Your Customer Experience

Posted by Andy Scott

No matter how good of a Customer Experience you offer your customers, there are always going to be complaints. But that doesn’t mean those customers will be eternally unsatisfied with your products...
Read More March 16, 2015

Topics: Contact Centre, Customer Experience, Proactive Communication

Three Emerging Technologies To Enhance Your Customer Experience

Posted by Yiannis Maos

Something struck me the other day… customers are moving faster than brands when it comes to the adoption of new technology. Some people may see this as a problem, but I see it is a huge opportunity.
Read More March 13, 2015

Topics: Customer Experience, Technology

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