The latest news, industry updates and insights

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July 15th, 2021/ by Route 101

Reduce Self-Service Abandonment by Improving Containment

Keep your customers using self-service channels and reduce live interactions. Just 9% of customers using self-service channels are able to fully resolve their issue via self-service.

Omnichannel/ Customer Experience/ General
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July 7th, 2021/ by Route 101

Key Takeaways from the UK CSI July 2021

Taking a closer look at the state of customer satisfaction in the UK. Route 101 reviewed the July UK Customer Satisfaction Index (UK CSI), produced by The Institute of Customer Service. Here are some ...

Customer Experience/ Industry News/ General
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September 23rd, 2020/ by Route 101

Is Poor CX Tech Holding You Back?

81.4% of boardrooms recognise CX as a competitive differentiator (Dimension Data), and yet, over half of organisations surveyed in the latest Contact Babel UK CX Decision Makers’ Guide 2019/20 reporte...

Customer Experience
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May 19th, 2020/ by Route 101

5 Ways to Meet Staff and Customer Needs During COVID-19

These are unprecedented times, and organisations are facing extreme pressures to continue serving customers and meeting the needs and expectations of their employees.

Customer Experience/ Cloud Technology
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March 26th, 2020/ by Route 101

Maintaining Business Continuity for Our Customers

If your organisation is currently struggling with continuing to serve customers whilst your agents (and everyone else) are in lockdown, you are not alone. This is a hard, scary time for all of us – an...

Customer Experience/ Cloud Technology
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February 8th, 2019/ by Route 101

15 Top Tips To Deliver the ULTIMATE Customer Experience

1. Put your customers’ needs FIRST

Customer Experience
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September 18th, 2018/ by Route 101

Embracing Digital Disruption in the Cloud

The digital transformation and cloud revolution presents an opportunity for utilities providers to enhance their customer service, boost operational efficiency and improve workforce management.

Customer Experience/ Cloud Technology
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July 25th, 2018/ by Route 101

Improving the Customer Journey: Chatbots

Many of the organisations we speak with are facing the same challenge: how to involve chat bots in the customer journey in a way that actually benefits the customer?

Omnichannel/ Customer Experience
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July 13th, 2018/ by Route 101

Multichannel vs Omnichannel: What is the difference?

Your customers expect it to be simple to get in contact with you. They just want to complete their purchase or answer their question as quickly as possible. They aren't interested in trying to work ou...

Omnichannel/ Customer Experience
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June 27th, 2018/ by Route 101

Omnichannel Strategy Hints: Staffing is Key

In an ideal world, your omnichannel strategy seems effortless.

Omnichannel/ Customer Experience
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