Search Results for: contact centre management

How Does Your VOC Programme Measure Up?

At the end of the day, customer experience programmes should provide decision makers at all levels of the organisation with the information they need to build and deliver a successful customer-centric business strategy. To do this effectively, a programme requires...

SpeechStorm helps An Post Automate its Processes to Improve Customer Experience

In 2010, An Post, the Irish postal service set about addressing a series of issues which were impacting service quality to their customers. An Post selected SpeechStorm to provide solutions to customer experience and self-service challenges facing the company, through...

Appointments

Customer management consultancy, Ember Services, has responded to growing demand with two key appointments to its consultancy team. Nigel Bareham, who comes to Ember from Vodafone, will specialise in the development of customer strategies across online, voice and social channels.         Greg Latton...

Wowcher customers given the ‘wow’ factor

Wowcher, the UK’s second largest daily deals website, has transformed its customer experience with NewVoiceMedia’s true cloud contact centre solution ContactWorld for Service. The company is using the technology to successfully resolve over 150,000 inbound and 40,000 outbound calls a year,...

Your Customers Believe you Have OCD

No, it’s not as bad as you are thinking. It stands for “Omni-channel Consistency Disorder,” and your customers cannot comprehend why you suffer from it. With ubiquitous access to the Internet via a mobile device, a consumer can seamlessly shift...

‘Speaking but not listening?’ – how to maximise the value of customer service on social media’

Businesses invest significant amounts of time in posting content on social media, regarded as the fastest communications medium ever adopted. However, a massive 95.6% of comments by existing and potential customers go left unanswered and 88% of those that are...

The Future of Customer Experience

Joe Tawfik, CEO of Kinetic – a specialist business process outsourcing (BPO) for the telecommunication industry -looks ahead at what is emerging in the field of Customer Experience. Part two of the feature will appear in the July issue of...

Why Customer is King in Small Businesses

The small business is regularly put forward as the place where excellent customer service can be delivered. Small, agile, nimble and close to the customer; so unlike the big giant monoliths with their layers of management and out-of-touch head offices. Recently,...

Still time to enter or judge at the UK Customer Experience Awards

Have you entered this year’s Customer Experience Awards yet? With a fantastic new venue, the 2014 Awards promise to be bigger and better than ever so don’t miss out. Now in their fifth year, the Awards celebrate and promote excellence in...

UK Digital Experience Awards Finalists Announced

Finalists for this year’s premier UK Digital Experience Awards 2014 have been announced. The shortlist of high-calibre entries was revealed yesterday and those successful businesses have been informed. Taking place on July 9th, the Digital Experience Awards will recognise and celebrate...