Yearly Archives: 2018

contact centres in 2019

What will be the main focus for Contact Centres in 2019?

December 28th, 2018 Posted by Contact Centre Management

Market Study reveals where leading contact centres will be focusing their efforts and expenditure in 2019.

customer experience measurement

How to Measure Customer Experience, and Why You Should

December 14th, 2018 Posted by Customer Experience

If CX is the key to customer satisfaction and customer loyalty – how do we measure it in contact centres?

customer experience expectations

Customer Experience expectations for 2019

December 7th, 2018 Posted by Customer Experience

Voice channels will continue to stand the test of time in 2019

premier icomm partnership

New Premier Contact Point and IComm Partnership

November 30th, 2018 Posted by Customer Experience

IComm and Premier Contact Point partnership to help more Australian businesses communicate better with customers.

Contact Centre Forecasting

Contact Centre Forecasting Problems Uncovered

November 16th, 2018 Posted by Contact Centre Management

Contact Centre Forecasting is one of those tasks that most supervisors hate. Here’s four common forecasting problems, and how to overcome them.

Is your Digital Customer Experience disappointing?

Is Your Digital Customer Experience Disappointing?

November 9th, 2018 Posted by Customer Experience, Customer Loyalty, Mobility, Multi Channel

84% of digital experiences fall short of customer expectations. Do yours?

Customer Service Excellence - what does it mean to you?

What Does Customer Service Excellence Mean To You?

October 26th, 2018 Posted by Customer Experience, Customer Loyalty

Is the customer service you’re providing excellent, or just mediocre? Here’s all the things that really matter to customers.

market intelligence

An intelligent approach to gaining market intelligence

October 19th, 2018 Posted by Technology, Customer Experience

Marketing intelligence, powered by AI, is letting marketers be in control of their data in ways we’ve only talked about for decades.