10 Ways New Companies Can Build Brand Trust in 2022

10 Ways New Companies Can Build Brand Trust in 2022 thumbnail

Brand trust is customers’ confidence in a business to deliver on its promises. It is the integrity earned when companies ensure the demand of their target market is consistently met..

PCI Pal Launches Open Banking Payments for Contact Centres

PCI Pal Launches Open Banking Payments for Contact Centres thumbnail

The new digitally-native payment product, powered by open banking technology, offers consumers the choice to instantly Pay By Bank, authorising payments via their mobile banking app or online banking portal..

Starting a Successful Business Requires a Great Looking Website thumbnail

Market research shows that a good website enhances the visitor and, thus, customer experience. But a slow, unattractive website can actually turn people away from your brand altogether..

7 Demand Planning Tools and Techniques to Maximise Contact Centre Performance thumbnail

As organisations continue to grapple with post-COVID uncertainty, Graeme Meikle explains why it pays to ‘be prepared’ and offers his top tips for mastering the art of capacity planning..

How to Calculate Your Chatbot ROI

How to Calculate Your Chatbot ROI thumbnail

According to the 2022 Digital-First Customer Experience Report, 52% of surveyed consumers said they prefer online chat assistance, but only 31% of businesses offer chat support..

What Makes Cape Town Attractive to the International BPO Industry thumbnail

Cape Town CBD’s booming BPO industry remains an attractive support for UK, USA, Australian and some Western European companies wanting to streamline costs and manage risk in the face of rampant inflation..

Future-Proofing Your Brand on Black Friday and Beyond

Future-Proofing Your Brand on Black Friday and Beyond thumbnail

Every year, Black Friday presents an opportunity for retailers to look beyond driving sales to acquire high-quality customers who keep coming back. But knowing how to navigate this peak sales period can be tricky.. 

3 Ways Customer Support Tech Saves You Money

3 Ways Customer Support Tech Saves You Money thumbnail

Customer care teams are handling more calls than ever – with increasingly fewer agents. Leaders are looking for ways to maintain call capacity while driving down costs. One solution: make sure teams have the right tech..

Organisations Should Build on Pandemic Messaging to Retain Customer Trust thumbnail

A study which examined the corporate social responsibility (CSR) messaging of Fortune 100 companies on Twitter during the pandemic has found that organisations could better communicate with their customers..

New Calabrio Research: Consumers Judge Brands Based on their Customer Service Experience thumbnail

Calabrio, the workforce performance company, has identified a direct correlation between contact centres, brand loyalty and brand revenue. The global research report, State of the Contact Centre 2022 reveals more..

5 Principles of Good Customer Service

5 Principles of Good Customer Service thumbnail

As customer experience management tops the business agenda, the spotlight falls on contact centres and agents take centre stage.  Make yours stand out from the crowd with the right strategy…

Six Ways Chatbots Can Enhance Retail Brand Communications

Six Ways Chatbots Can Enhance Retail Brand Communications thumbnail

The ongoing aftereffects of the pandemic, massive political disruption, and the spiraling cost of living crisis are combining to only make it more challenging to meet customers’ needs. Andy Wilkins explains..

Learnship Launches Sprint to Make Customer Care Professionals Fluent in English in Record-Breaking Time thumbnail

Learnship, the business language learning solution provider, announced the launch of Sprint Business Skills Customer Care today. The fast-paced, online learning solution helps customer service professionals..

Webinar: Discover the Most Influential Customer Service Technology for Immediate Impact thumbnail

In this free webinar, discover how leaders are driving a new era of the contact center – one that is augmented by innovative technology, powered by agents and is the cornerstone of an organization’s CX success..

The Need for Speed in Customer Service

The Need for Speed in Customer Service thumbnail

Never has speed been more important to your customers—and to people in general—than it is today. Technology has fueled the frenzy, putting access to information and people at our fingertips. John Tschohl reports..

Voice Needs to Be Part of the Digital CX – Not the Legacy Annoyance thumbnail

Unless brands fully integrate voice into customer journeys, it’s hard to claim that they provide a fully joined-up customer experience. Stuart Dorman, Chief Innovation Officer at Sabio Group explains..

5 Ways to Improve Your Customer Service Security

5 Ways to Improve Your Customer Service Security thumbnail

Today’s customer services teams conduct most of their daily operations online. The internet has made it much easier to connect with customers and solve their problems, but it also poses some unique security risks..

Team Collaboration and Its Effect on Customer Service

Team Collaboration and Its Effect on Customer Service thumbnail

Strong team collaboration is essential to enhance efficiency and provide a better experience to the customer. Here are the top five benefits of team collaboration for a business’ customer service..

Incident Management KPIs and Other Critical Metrics for ITIL thumbnail

Downtimes can affect your business in many ways, including reduced productivity, customer frustrations, and lost work hours, making incident management a critical part of any business..