Archives

Praise Problem for Employees Highlighted

‘Generic’ or rare praise from managers is turning off the UK’s employees, a new study shows. Global employee engagement firm Reward Gateway surveyed 500 employees in the UK, and revealed that generic and annual recognition or rewards are inadequate as employees...

Contact Centre GDPR Compliance: 3 Simple Steps

Contact centres are challenging places. There is certainly plenty to think about with the rising cost of salaries, managing schedules to meet customer demand, looking after staff wellbeing, PCI DDSS compliance, and now the added requirements of GDPR (General Data...

Digital Innovation Brings Awards Victory for Torry Harris Integration Solutions

One of the most inspiring winners at the 2019 UK Digital Experience Awards is planning a return to next year’s event as they continue to provide businesses with innovative digital engines for customers to use. Multinational firm Torry Harris Integration Solutions...

How Conversational AI Reimagines the Customer Journey

Analysts predict that spending on Artificial Intelligence in the retail sector will reach $7.3 billion by 2022, a majority of which will be poured into customer-facing conversational AI solutions like voice assistants and chatbots. That’s not surprising, given how the power of conversation is...

Using business intelligence to get meaningful customer insights

Businesses have been drowning in data for years, and in the CX space, we’ve developed some bad habits, collecting information without any clear purpose and sending out surveys to ask for feedback at every turn. Fortunately, we have got better...

Reducing the Carbon Footprint of your Business

Over the last decade, there has been a noticeable change in the way society perceives the environment. Having seen the impact pollution and carbon emissions is having on the ecological system, consumers and businesses alike are adopting new practices in...

Revealed: UK Firms are Overrating Their Customer Experience

A global research study has found that businesses in the UK and elsewhere are overrating their Customer Experience, and are underperforming when it comes to providing omnichannel communication. The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark report polled contact centre leaders in...

Digitising the Instore Experience

There’s no denying the fact we now live in a one-click society, where consumers are used to the comfort of buying almost any product they want with a click of button, and have it delivered to their home or place...

Five Point Plan for Desirable Digital Experience

Today’s cloud-based contact centre solutions make it easier to deliver good customer service whatever the channel.  The real challenge is how to provide a Digital Experience that stands out from the crowd when there is so much noise and too...

Transform Your CX With a Single View of the Customer

Brands are working harder than ever to enhance Customer Experience as people increasingly demand a streamlined and immediate service from the companies they interact with. Research from Dimension Data shows that 58 percent of consumers would be willing to spend...