How IVR has come of age and is smarter than ever
November 26th, 2020 Posted by Steve Fitzgerald Customer ExperienceIVR systems have evolved considerably since the 1980s. See what they can do for you now
Posts by Steve Fitzgerald
17 customer experience statistics you need to know as 2020 winds down
November 5th, 2020 Posted by Steve Fitzgerald Customer Experience2020 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.
7 reasons to level up to a cloud contact centre
October 26th, 2020 Posted by Steve Fitzgerald Contact Centre ManagementYour 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.
Three ways businesses will approach customer relationships differently in a post-pandemic world
October 7th, 2020 Posted by Steve Fitzgerald Customer ExperienceThe COVID-19 pandemic has rocked more than the global economy – it has changed lives, reshaped priorities, and transformed spending habits.
Keeping retail customers happy during the pandemic’s online shopping surge
September 25th, 2020 Posted by Steve Fitzgerald Customer ExperienceThe surge in online shopping during recent lockdowns has swamped retail customer service centres, sending call volumes and wait times skyrocketing.
Building customer rapport: The mainstay of boosting loyalty
September 11th, 2020 Posted by Steve Fitzgerald Customer ExperienceBuilding customer rapport helps create a genuine connection between your business and your customers. You may even create raving fans!
Customer experience in the age of mobility
August 28th, 2020 Posted by Steve Fitzgerald MobilityThese 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
August 18th, 2020 Posted by Steve Fitzgerald Contact Centre ManagementWe share insights into contact centre best practices for working from home that can boost agents’ engagement and productivity, and your business resilience.
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