Posts by Steve Fitzgerald

IVR system

How IVR has come of age and is smarter than ever

November 26th, 2020 Posted by Customer Experience

IVR systems have evolved considerably since the 1980s. See what they can do for you now

customer experience statistics

17 customer experience statistics you need to know as 2020 winds down

November 5th, 2020 Posted by Customer Experience

2020 was not a year for business as usual. Here are 17 customer experience statistics to keep front-of-mind as you make plans for 2021.

cloud contact centre

7 reasons to level up to a cloud contact centre

October 26th, 2020 Posted by Contact Centre Management

Your existing setup might be making your team’s job more difficult than it needs to be. Here are 7 reasons to upgrade to a cloud contact centre.

customer relationships

Three ways businesses will approach customer relationships differently in a post-pandemic world

October 7th, 2020 Posted by Customer Experience

The COVID-19 pandemic has rocked more than the global economy – it has changed lives, reshaped priorities, and transformed spending habits.

CCW Digital

Keeping retail customers happy during the pandemic’s online shopping surge

September 25th, 2020 Posted by Customer Experience

The surge in online shopping during recent lockdowns has swamped retail customer service centres, sending call volumes and wait times skyrocketing.

Building customer rapport

Building customer rapport: The mainstay of boosting loyalty

September 11th, 2020 Posted by Customer Experience

Building customer rapport helps create a genuine connection between your business and your customers. You may even create raving fans!

Mobile customer experience

Customer experience in the age of mobility

August 28th, 2020 Posted by Mobility

These days, we can do almost anything on our mobile devices. Are you giving your mobile customer experience the attention it deserves?

best practice for working from home

Best Practice for Working From Home

August 18th, 2020 Posted by Contact Centre Management

We share insights into contact centre best practices for working from home that can boost agents’ engagement and productivity, and your business resilience.