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..
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..
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..
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..
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..
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..
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..
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..
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…
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, 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..
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..
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..
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..
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..
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..
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..
DevOps teams can now speed up and validate Amazon Connect cloud contact center migrations with comprehensive end-to-end WebRTC testing capabilities from Hammer..
Fast-paced and people-centric platforms like Instagram provide companies with a convenient opportunity to serve and delight their customers. It’s also a great way to showcase your unique brand personality..