Posts in Customer Experience

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.

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!

Handling customer complaints

Handling customer complaints with grace

July 31st, 2020 Posted by Customer Experience

Handling customer complaints is a vital a part of creating an exceptional customer experience. Underestimate it at your peril.

CX best practice in Australia

What’s CX best practice in Australia?

May 1st, 2020 Posted by Customer Experience

Until now, contact centre benchmarking stats and reports have been heavily US-focused. But what’s CX best practice in Australia?

manage angry customers

Turning that frown upside down: How to manage an angry customer

April 17th, 2020 Posted by Customer Experience

There are good ways and bad to manage an angry customer. We share our thoughts on how to turn the tirade, and boost customer rapport.