What’s the Best Way to Increase Customer Retention?
You’ll need to implement effective retention strategies if you want to keep hold of your customer base. To get started, take a look at these four ways to increase customer retention..
10 Ways New Companies Can Build Brand Trust in 2022
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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..