Search Results for: contact centre management

Improving customer experience in Not For Profit and Public Sector organizations

Moxie Software’s EMEA General Manager, Andrew Mennie says: The non-commerce sector, from Not For Profit to Local and Central Government, has more in common with commerce than you might expect, when we look at the deployment of multichannel customer experiences. Whether...

To Outsource or Not to Outsource…

Managing citizen contact is a major challenge for any public sector organisation, but quite often, the decision behind outsourcing your customer service can turn into a dilemma, of Shakespearean proportions! We’re here to tell you that it needn’t be –...

Metro Bank – A delightful and daringly different banking experience

I was recently very honoured to get a new and titled follower, along with a retweet, on Twitter. In fact this follower has two titles, which, considering he’s a dog and is associated with a bank is even more impressive....

Web chat: Why it’s becoming the customer channel of choice

Klaas van der Leest, UK Managing Director, discusses the benefits of Web chat and explains how to prepare for the chat revolution According to research by BTi, ‘web chat is climbing the ladder of customer channel preference’ and rapidly contributing to...

Caught Between Fear and Trust – Elephants in Public Sector Performance

My research and training within the public sector reveals staff are clearly feeling the pressures of performing in climates of: more for less cut backs redundancies limited promotion opportunities diminishing resources pay freezes The Effects of Fear and Trust Health care, emergency services and council services amongst others,...

Clear vision for Autoglass

In the first part of story about Autoglass® we looked at how they had embraced the digital world to complement their customer experience strategy and meet the demands of today’s fast moving business environment. In Part 2 we’ll look at...

Top Marks For Customer Experience

Winners of the UK Customer Experience Awards 2013 were announced during a gala luncheon in London yesterday. Now in their fourth year, the UK Customer Experience Awards celebrate and promote excellence in customer experience across a broad spectrum of industries. Top...

How linguistics can transform the customer experience

In today’s competitive environment, the customer experience has never been so important. Organisations need an innovative approach to deal with an increasing number of customer queries while reducing costs and improving the quality, speed and efficiency of every interaction. An ever-increasing...

Autoglass has a clear vision for a great customer experience

It was a dark and stormy night. The woman, stranded by the side of a motorway on the rawest of December days, shivered and peered anxiously into her rear view mirror hoping to see the reassuring lights of the breakdown...

Findel Education – Transforming Customer Experience

Getting shortlisted for the UK Customer Experience Awards is an achievement in itself. Winning an award is a huge success. Findel Education fought off strong competition from the likes of LV, Virgin Media and Capita to win Best Business Change...