Archives

CXM Book Club: Redesigning the Way Work Works

We are in the midst of a landmark transformation in working culture, with both the biggest companies and the smallest start-ups faced with a workforce holding dramatically different expectations – and needs – from those in years gone by. Such changes...

Seven Steps to Effective Contact Centre Transformation

Everyone is someone’s customer, and every single one of us knows how we want to be treated. Yet we’ve all had experiences that have influenced our opinion of a brand, but actually little or nothing to do with the product...

Optimising Communications for Frictionless CX

Forecasts of a downturn in the travel market following the referendum vote to leave the EU in June 2016 have largely been defied. In 2017, UK residents took 72.8 million trips abroad, up three percent from 2016. The number of...

Efficiency through Contact Centre Basics

In order to run a successful contact centre, operational efficiency needs to be continuously upheld. There are different components to contact centre efficiency, including how your staff interact with customers; how streamlined procedures are; and whether operations are running in...

Avaya Academy Graduates Praised

Avaya is celebrating the graduation of the Avaya Academy Class of 2019. Now in its second year, the Avaya Academy is an immersive development program for new hires in customer-facing functions that helps individuals enter the field with exceptional training, advanced...

The Magic of Immersion for Memorable Experiences

Every theme park, attraction, or corporate space has its own footprint and is unique in its own special way, with different offerings and potential. With the right mix of design and technology, space can be transformed and commoditised to help...

Real Estate: Moving From an Asset-Centric to a Customer-Centric Industry

The Real Estate industry used to be straightforward, with a traditional business model where you could secure a piece of land, hire a reputable architect to make plans, then a contractor who would open up a site office, and the...

London Named World’s Most ‘Digitally Ready’ City

London is the most ‘digitally ready’ city in the world, according to new research by Siemens. The brand has launched a new web-based application which reveals the readiness and potential of six major cities to embrace digitalization and develop new ways...

The Changing Face of Online Customer Service Platforms

Customer service has always been a critical tenet of any business model, and the internet is beginning to take centre stage in terms of exposure alongside revenue generation. However, the entire concept of client relations is changing at what can...

Students Praised for Customer Behaviour Study

Final year university students are helping to identify changing customer behaviour in a new project with outsourced customer contact centre Echo-U. The research was undertaken by Newcastle University Business School’s business management degree programme students, and Echo-U – whose Director of...