Search Results for: contact centre management

Customer Complaints: A Silver Lining?

Simon Hunt, Director of Customer Experience, Firstsource Customer complaints are an unavoidable part of business. No customer is 100% happy 100% of the time and they are often not afraid to let product and service providers know when things go wrong.   Whilst complaints say a lot about a business, how they...

Customer Experience, Isn’t that Just Another Name for…

It has to be the biggest question I have heard this summer! “Ah, so you work in Customer Experience, isn’t that just another name for…” and then the top trumps list unfolds! So it seems that across all industry sectors, people...

Read Brandwatch’s Exclusive Report: Customer Service – Social Listening in Practice

An extensive study by Natalie Meehan, the Content Manager at Brandwatch The rapid growth in digital in the past few decades means that we can all choose to buy our products and services from a global marketplace. As consumer choice increases, the...

Not a Bad Day – Winners of UK Customer Experience Awards 2015 Announced and £6,000 Raised For Charity

Winners of the UK Customer Experience Awards have been announced during a celebratory lunch at the Park Plaza Hotel in London on Friday 26th September 2015. The Awards recognise and reward outstanding achievement in customer experience across all sectors. The...

Showing the Human Side of (n)Power

npower’s Head of Customer Experience explains how customers are taking centre stage in the business The utility sector has been through some tough times, with press scrutiny, regulatory pressure and customers who are starting to vote with their feet, but despite...

Outsourcing Can Bring the Good Luck

By Peter Gale, UK Managing Director, DBF When the International on-line lottery business, Tipp24 decided to relocate its business to the UK from Germany it gave itself a tight timeframe of just three months to find an outsourced contact centre provider...

Five must-have technology innovations to deliver a first-class customer experience

Mike Hughes, MD of PeopleTECH One of the biggest changes to impact the customer experience industry over the past decade, has undoubtedly been the change in consumer expectations. Where many consumers were once inert and passive about dealing with and accepting...

UK EMPLOYEE EXPERIENCE AWARDS WINNERS ANNOUNCED

Winners of the first ever UK Employee Experience Awards have been announced during a celebratory lunch at the Grand Connaught Rooms in London on Friday 27th March. The Awards recognise and celebrate organisations and their employee-focussed initiatives that have resulted in...

Why should marketers take a more strategic approach to their Account Based Marketing?

Account Based Marketing (ABM) has long been used, chiefly by service organisations (or departments), to gain closer relationships with and maximise the value of their most important accounts. Recently, however, because of ever more educated and demanding B2B buyers, growing...

Customer Experience Trends/Predictions 2014-15

A recent Gartner survey reveals that 91% of senior marketeers think the single most important differentiator will be customer experience. Is your business geared up for this trend? Personalisation of Customer Experiences It was getting late. The Newcastle fans were drowning their...