2024-04-12 11:04
The question of whether the call centre is still relevant or not seems to always crop up in the world of customer satisfaction.
It’s easy to see why. Just picture a call centr… Read More
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Talking is our strong suit, so here's the latest chatter on customer service strategy, planning and execution.
2024-03-20 17:20
Just when you think the world of customer service has hit its limit of new terms and acronyms, a new one manages to emerge. And lately, it’s been “Customer Service as a Service&r&hell…Read More
2024-03-05 09:00
Customers that use more than one channel to shop are shaping up to be the most valuable kind to target. For one, those that use multiple channels have a 30% higher customer lifetime value th… Read More
2024-02-20 10:00
According to recent data, small businesses make up 99.2% of the total UK business population.1 If you want yours to stand out from the crowd, you need to start by nurturing the factor that… Read More
2024-01-30 10:00
Data has become an invaluable resource for CX leaders who want to achieve peak customer service performance. After all, 60% of companies that proactively use CX metrics saw their main CX met… Read More
2024-01-16 10:00
“Standing out from the crowd” is arguably the most common goal for businesses across any and every industry. But we think it’s safe to say that the pressure to compete has… Read More
2023-12-27 11:30
Call centre experiences can make all the difference to the loyalty of your customers.
Research has shown that 60% of consumers have switched brands due to a single negative contact… Read More
2023-12-12 11:00
Navigating new technologies is the most clear trend of customer service in 2024 but it’s definitely not the only example. Maintaining a healthy business-customer culture is also import… Read More
2023-11-28 11:00
Companies that outsource customer service enjoy affordable, scalable solutions that can more easily meet consumer needs. Even busy periods are easier to manage with access to high-quality, r… Read More
2023-11-21 11:00
Customers are losing confidence in the support they’re getting from businesses. More than 17% of buyers in the UK have reported having a problem with customer service: the highest ever… Read More
2023-11-06 16:25
Self-service has been a huge talking point in the customer service world for several years now — and yet, the conversation around it hasn’t slowed. The ability to reduce wait tim… Read More
2023-10-19 09:19
Meeting the high customer service standards of today’s consumers is not easy.
Shoppers can choose from a limitless range of websites and stores, and 39% of consumers report th… Read More
2023-10-10 10:02
Many think of customer service outsourcing as expensive, inflexible, and low-quality. You might expect non-native speaking agents, and a call centre partner who is disconnected from the hear… Read More
2023-09-19 11:00
Great customer service (CS) is a given for any successful business. 70% of shoppers have made their buying decisions based on the quality of a company’s CS. 81% also report that a posi… Read More
2023-09-12 10:10
Black Friday is one of the biggest eCommerce calendar events of the year. Approximately 76% of consumers planned to shop during the Black Friday weekend (BFCM) in 2022, a number that is only… Read More
2023-08-29 10:31
97% of consumers and 98% of contact centre managers say customer service interactions impact whether consumers stay loyal to a brand.1
But despite the importance of high-quality customer… Read More
2023-08-15 11:00
The face of customer service has changed significantly over the last decade. This is driven largely by developments in customer service (CS) technology, however, there have also been changes… Read More
2023-08-01 11:30
But according to a 2023 report, 47% of agents said that not having enough time in the day was their biggest day-to-day challenge.1 High-growth and low-growth organisations alike are struggli… Read More
2023-07-25 12:49
Setting up customer support services can be an overwhelming task. There are hundreds of options available, from onshore customer service outsourcing to in-house support.
And customer serv… Read More
2023-07-18 14:16
Demand for high-quality customer service is increasing.
In the last year alone, support requests grew by 14%.1 Customer service teams are under significant pressure, having to deal… Read More
2023-07-11 11:12
While we’re here to talk about the differences between customer service and customer support, they do share one important factor: they’re both crucial to delivering a great custo… Read More
2023-07-06 12:10
Customer service and how businesses can improve their delivery of it needs to be brought into the spotlight.
Businesses have long been (and always will be) defined by their customer… Read More
2023-06-29 10:26
Are you doing everything you can to ensure that your customer experience is as smooth as possible?
Are you offering your customers the right options to help them solve problems and retain… Read More
2023-06-12 13:47
The gains businesses receive out of offering great customer service are clear. 75% of consumers are willing to spend more money if it means receiving a positive customer experience, while 83… Read More
2023-06-02 15:14
Offering great customer service has arguably never been more important. In today’s digital age, word travels fast. A single negative review can bring significant damage to your brand r… Read More
2023-05-04 09:11
Omnichannel customer support refers to customer service across an integrated range of channels, such as email, social media, text, web chat, and calls.
Done correctly, omnichannel support… Read More
2023-04-25 12:58
Overflow call management is your ability to deal with call volumes beyond your usual capacity.
In customer service, consistency is key. 75% of customers desire consistency in responses, r… Read More
2023-04-13 15:49
The stakes for a successful customer onboarding are high. Which is why anyone representing you needs to give the right impression.
Getting customer support right is vital for mainta… Read More
2023-04-06 11:57
You get what you pay for in life – and customer service outsourcing is no different.
Most customer service outsourcing providers charge an hourly rate. You can think abo… Read More
2023-03-30 09:16
Overflow call answering services are transformative. When you’re experiencing a deluge of incoming calls, it can be a struggle to stay afloat. But – regardless of the source of y… Read More
2023-02-01 09:05
Your Guide to Customer Satisfaction
Operating a successful business requires awareness of customers and their needs. Customer service tools can range from self-help options to specialised… Read More
2023-01-03 16:23
You know that recruitment and retention are vital to keeping your call centre running smoothly. You also probably know that retention is also one of the biggest headaches for call centres… Read More
2023-01-03 16:23
You know that recruitment and retention are vital to keeping your call centre running smoothly. You also probably know that retention is also one of the biggest headaches for call centres… Read More
2022-12-14 11:05
Customer service is the public face of your business, representing a key touchpoint between customers and your brand. It’s also one of the main drivers of customer satisfaction and loy… Read More
2022-12-12 11:12
Customer service matters now more than ever. And with ever-evolving circumstances to contend with, brands must rethink best practices and build new strategies to deliver the best service pos… Read More
2022-12-11 12:06
Being able to take care of your customers has never been more crucial. Changes in the past year have meant customers aren’t experiencing face-to-face customer care, which is critical t… Read More
2022-11-23 11:12
Customer service is a crucial part of any business, and call centres and help desks are integral components.
The reality is that poor customer service costs businesses $75 billion annuall… Read More
2022-10-25 13:00
Customer service matters every day of the week, but rarely are the stakes so high than during a crisis. During a customer service crisis, you can either lose customers or forge loyal ones. W… Read More
2022-10-25 13:00
Customer service matters every day of the week, but rarely are the stakes so high than during a crisis. During a customer service crisis, you can either lose customers or forge loyal ones. W… Read More
2022-10-19 12:20
It’s often said that a company is only as strong as its people. Though many things have changed in eCommerce, from how products are delivered to online technology, this hasn’t ch… Read More
2022-10-11 09:35
The eCommerce peak season can be a make-or-break time of year. To get ready, businesses will start scaling up their supply chain and distribution and delivery to get prepared for increased d… Read More
2022-10-04 09:35
Customer experience isn’t just a nice-to-have. Today, it’s the go-to strategy for gaining customer loyalty, generating additional revenue and growing market share. As technology… Read More
2022-07-05 11:12
Today, customers have access to multiple channels, including telephone, social media, and live chats they can use to contact businesses. This has resulted in an increased demand for customer… Read More
2022-06-22 08:11
With businesses under constant pressure to save costs, customer services teams will always have to work to a budget. This can feel impossible with large call queues, stuffed inboxes and a st… Read More
2022-05-31 10:30
There was once a time when customer service was largely limited to one-on-one phone calls. However, 65%1 of people now have higher customer service expectations. As a result, legacy offering… Read More
2022-05-03 15:49
Excellent customer service isn’t an option. It should be central to your business strategy. 77% of customers will recommend a company to their friends because of a positive customer ex… Read More
2022-05-03 10:28
High-quality customer experience is one of the greatest differentiators between a business and its competitors. Furthermore, according to Microsoft, customer service is an important driver o… Read More
2022-04-19 10:06
Travel and tourism is a fast-paced and growing industry that is expected to be worth $8.6 trillion worldwide in 2022.1 Holidays are a crucial part of people’s lives, and expectations f… Read More
2022-04-12 10:52
Customer satisfaction is at the core of any business that provides a product or service. It takes 12 positive customer experiences to make up for one negative experience1. And as you can ima… Read More
2022-03-08 10:27
To be profitable, stretched modern businesses must streamline towards efficiency. Outsourcing can take high-demand, repetitive tasks out of your hands and into those of highly trained profes… Read More
2022-02-16 14:28
Good customer experience is crucial, but it’s not always simple to understand how to achieve that. However, with businesses that focus on improving customer experience reporting as muc… Read More
2022-02-10 16:26
Almost 46% of companies report prioritising customer experience (CX) over areas such as the product and pricing thanks to its ability to fuel everything from your chances at customer retenti… Read More
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