Monthly Archives: January, 2018

If You Think You Understand Customers, Try Again

January 26th, 2018 Posted by Steve Fitzgerald Customer Experience, Customer Loyalty

We may think we understand consumer behaviour, but do we truly know enough to translate this into new products, services, or ways of doing business? Great question, that KPMG has addressed.

Tags: consumer behaviour, customer behaviour, customer experience

96% of consumers say Customer Service influences their brand choice and loyalty

January 19th, 2018 Posted by Steve Fitzgerald Customer Experience, Mobility, Multi Channel

Microsoft’s 2017 State Of Global Customer Service Report reveals the survey results of 5000 consumers in five countries, and the implications for Contact Centres.

Tags: customer experience, customer service influence, Microsoft survey, mobile customer experience

Is Gamification Right for Your Contact Centre?

January 12th, 2018 Posted by Steve Fitzgerald Contact Centre Management, Workforce Management

Gamification could help keep agents engaged and passionate about providing outstanding customer service. But is it the right choice for your organisation?

Tags: contact center workers, contact centre management