Posts in Customer Experience

process automation

Process Automation: This Robot Won’t Steal Agent Jobs, it Will Make Them Better

December 15th, 2017 Posted by Customer Experience, Technology

Robotic Process Automation can work behind-the-scenes, freeing your agents to add greater value to customer interactions.

post christmas customer support

Ready to Deliver Post Christmas Customer Support?

December 8th, 2017 Posted by Contact Centre Management, Customer Experience, Self Service

Life doesn’t stop after Christmas, and neither must customer support. Here are five sound strategies for delivering impressive post-Christmas support.

Agent experience

Agent Experience as the Foundation of Customer Experience

December 1st, 2017 Posted by Contact Centre Management, Customer Experience, Technology

Delivering the right customer experience starts with your agents – and here’s how to empower them to provide excellent service, every time.

Online shopping

How Retail Contact Centres Can Help Combat the Amazon Impact

November 24th, 2017 Posted by Customer Experience, Customer Loyalty

Strategies for Australian retail Contact Centres to succeed against the arrival of the American retail giant.

Follow the money to chatbots

Follow the Money, It Leads to Chatbots

November 17th, 2017 Posted by Customer Experience, Multi Channel, Technology

With the imminent arrival of Amazon in Australia, chatbot technology could significantly help local retailers stand up to the retail giant. Here’s how.

Griefbot

The Chatbot You’re Dying to Meet

November 3rd, 2017 Posted by Customer Experience, Technology

The griefbot is the newest form of chatbot to help customers at sensitive times. In contact centres Robotic Process Automation helps staff with low value admin tasks.

Mobile Customer Experiences - Part 2

Clever Contact Centre Mobile Customer Experience – Part 2

October 13th, 2017 Posted by Customer Experience

What are you doing to improve your Mobile Customer Experience? Five clever strategies for Before, During, and After the call.

In Search of Customer Enchantment

In Search of Customer Enchantment

October 6th, 2017 Posted by Customer Experience, Customer Loyalty, Mobility

Taking communication seriously is the first step to achieving customer enchantment, and banishing customer apathy in today’s business-saturated environment.

Contact Centre Mobile Customer Experience

Clever Contact Centre Mobile Customer Experience – Part 1

September 29th, 2017 Posted by Customer Experience, Mobility

Six innovative ways that progressive businesses and organisations are using mobility features to take Customer Experience to a new level.

customer satisfaction survey

3 Ways to Measure Customer Satisfaction in a Contact Centre

September 1st, 2017 Posted by Customer Experience, Customer Loyalty

First Call Resolution is an indication of efficient service – not of customer happiness and loyalty. Try these customer satisfaction survey options.

Banking Reform Incentives Program

Questions about the Banking Reform Incentives Programs

August 18th, 2017 Posted by Contact Centre Management, Customer Experience

The new banking reform initiatives raises questions about how the incentive programs will work, and if contact centre staff will be included.

Customer Service

Why Customer Experience is More than Just Customer Service

August 11th, 2017 Posted by Customer Experience

Your customers’ experiences with you extend way beyond the physical conversations they have with your contact centre or front line teams.

first call resolution

How to Implement and Measure First Call Resolution Effectively

July 27th, 2017 Posted by Contact Centre Management, Customer Experience

First Call Resolution Rate (FCR) is considered to be perhaps the most important metric – but are you measuring it correctly?

New Normal in contact centres

The “New Normal” for Contact Centres and Business Operations

July 14th, 2017 Posted by Contact Centre Management, Customer Experience, Mobility, Multi Channel

Contact Centres need to adapt to the new “normal” way of doing business, or face losing customers. Normal now, is very different to 5 years ago.

Artificial Intelligence

How to: Embracing AI in the Contact Centre

July 7th, 2017 Posted by Customer Experience, Technology

Is artificial intelligence a threat to the future of Contact Centres, or can it actually enhance the customer experience and improve your agents’ worklife?

Customer Journey Mapping

Why Contact Centre CX is Crucial to the Customer Journey

June 23rd, 2017 Posted by Customer Experience

The CX difference: why it’s more important than ever to ensure your Contact Centre CX is easy and seamless at every touchpoint.

Knowledge Management

In Praise of Knowledge Management

June 16th, 2017 Posted by Contact Centre Management, Customer Experience

Smash KPIs and improve CX using integrated knowledge management to keep Contact Centre team members informed and better equipped to to assist customers.

contact centre training

How Effective is your Contact Centre Training?

June 9th, 2017 Posted by Contact Centre Management, Customer Experience

Team performance can make or break customer experience, and training is vital in ensuring your contact centre staff stay engaged and deliver exceptional service.

The chatbots are coming

Contact Centre of the Future: The Chatbots Are Coming

June 2nd, 2017 Posted by Contact Centre Management, Customer Experience, Technology

The Contact Centre technology that you definitely need to consider: lower costs, increase productivity, and improve agent morale, all with the humble chatbot.

PCP Multichannel Agent Desktop

Using Webchat Effectively in Contact Centres

May 25th, 2017 Posted by Contact Centre Management, Customer Experience, Multi Channel

If you’ve not yet fully embraced webchat in your contact centre, it’s time to take it seriously. 7 tips for effective management.

Voice Biometrics

Voice Biometrics Make Authentication a Whole Lot Easier

May 19th, 2017 Posted by Customer Experience, Security, Technology

Contact Centres can now offer customers a user friendly way to perform large transactions via their mobile phones without risk.

contact centre costs

Does Better Customer Service Really Increase Costs?

April 28th, 2017 Posted by Contact Centre Management, Customer Experience

Do contact centre costs increase when staff focus on improving first call resolution rather than average call time and no of calls?

Challenges of Improving CX

The Challenges of Improving CX

March 16th, 2017 Posted by Contact Centre Management, Customer Experience
Customer Experience (CX) has become the prime competitive differentiator, there’s no argument about that. However implementing and delivering a (more…)

Customer Experience drives revenue growth

CX – The “New Black” in Market Differentiation and Growth

March 6th, 2017 Posted by Customer Experience
Did you know that contact centre staff can be instrumental in improving results as well as strengthening customer relationships and building (more…)

Customer Experience Management

Are Contact Centres the Hub of CX Management?

October 11th, 2016 Posted by Contact Centre Management, Customer Experience, Customer Loyalty
Since the beginning of time, when the contact centre became the front line of customer interaction, it is has been considered a cost centre and operational necessity, rather than a (more…)

IVR Design

Tips for Designing an IVR That Customers Don’t Mind Using

September 20th, 2016 Posted by Customer Experience, Self Service
It’s no secret that many customers don’t like using Interactive Voice Response (IVRs). They feel frustrated by having to work through a (more…)