Search Results for: contact centre management

Six steps to understanding the digital customer

Going digital is no longer a strategy planned for the future – it’s simply a requirement for doing business in today’s multi-channel world. But managing the ‘digital customer experience’ can be complicated. Richard McCrossan, Strategic Business Director at Genesys looks...

Is 2015 The Year Retail Makes Multi-Channel Finally Deliver?

Switched-on retailers and e-tailers alike are finally making multi-channel service delivery the reality it’s needed to be for some time, says Paul Sweeney of contact centre tech leader VoiceSage An ability to deliver true multi-channel service to customers has been a...

Now it’s Personal – Just be you, the customers will love it

We’d only been in the restaurant about three minutes, but had already had some humorous and warm conversations with three of the staff who immediately made us feel both welcome and pleased that we’d chosen this restaurant in downtown...

Customer Journey Mapping: The Foundation of Strategic Customer Experience Programmes

Customer journey mapping (CJM) has risen to the top of the agenda for those on the front line of customer experience. The concept of mapping how customers move through different touchpoints of a business is not new, and has, in...

Get Tw’rking – Maybe more business should get Tw’rking

Now don’t worry I am not suggesting that you down tools and ask your colleagues to start sticking their bums out with a little shake – although that may improve colleague engagement. What I am talking about is ‘Teleworking’! Giving...

Six things to consider when assessing employee requests for flexible working

SUMMARY: New UK Flexible Working Regulations and Part 9 of the Children and Families Act 2014 came into force in June. As an employer, are you treating flexible working requests in a reasonable manner? On June 30th 2014, new UK Flexible...

What is great 21st Century Customer Service?

We are very proud and fortunate to work within the hospitality sector in the UK, alongside many people who value the delivery of customer service excellence as a critical success factor for any business. However, not every organisation and individual...

Are You Giving Your Employees a Great Experience? Enter the new UK Employee Experience Awards!

The new UK Employee Experience Awards 2014 have been launched to recognise and celebrate best practice in the delivery and improvement of outstanding employee experience. The Awards recognise organisations, teams, leaders, managers and specialist professionals including those in HR, Learning...

The Answer is LiveOps, now what was the question?

The customer expectations bar continues to rise rapidly along with an increased willingness for consumers to share their feelings when dissatisfied and seek gratification elsewhere. Consequently, businesses need to raise their game and continually evolve their customer experience strategy...

Are You Giving Your Employees a Great Experience? Enter the new UK Employee Experience Awards!

The new UK Employee Experience Awards 2014 have been launched to recognise and celebrate best practice in the delivery and improvement of outstanding employee experience. The Awards recognise organisations, teams, leaders, managers and specialist professionals including those in HR, Learning &...