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
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
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
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
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
1. Put your customers’ needs FIRST
Customer Experience
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
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
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
In an ideal world, your omnichannel strategy seems effortless.
Omnichannel/ Customer Experience
