Posts in Customer Experience

Service excellence

In Pursuit of Service Excellence: Putting the “Help” Back in “Help Desk”

October 11th, 2019 Posted by Customer Experience

Sure, the term “help desk” is a bit of an anachronism these days, but a rose by another name… Or so the saying goes.

CX leadership

From functional to experiential: Becoming a CX influencer in your organisation

September 13th, 2019 Posted by Customer Experience

How contact centre executives can influence their own leadership and management teams to improve CX.

Five customer experience trends

Applying the latest CX trends to your business

August 29th, 2019 Posted by Customer Experience

There are five trends in the customer experience space that are affecting your business right now, see the latest research.

Transforming CX

Contact Centre Strategic Management—Tip 3

July 12th, 2019 Posted by Customer Experience, Mobility

Tip No 3 from Sol Rabinowicz, CEO Premier Technologies, during his keynote presentation at CCW.

Call back options

Four call back options to reduce call wait times and improve CX

April 27th, 2019 Posted by Customer Experience, Technology

The pros and cons of four call back service options to reduce call wait times and significantly improve CX.

blogpost staff-brand

The Influence of Your Staff on Your Company Brand

April 1st, 2019 Posted by Customer Experience

Your customers are judging your whole company based on the experience they have with your contact centre staff.

why CX fails

Why CX strategies fail

February 15th, 2019 Posted by Customer Experience

Why CX fails. There are five things you need to get right with a CX vision and strategy, and to get your teams onboard

Automation

Helpful automations that will enhance CX and customer contact performance

February 1st, 2019 Posted by Customer Experience, Technology

Customer service automations. What are they? Discover how automations are enhancing service delivery for customer contact teams