All Posts By

Helen Billingham

Working from homeCloud Contact Center, CCaaS, Remote Working, WFHContact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, SupportHealthcare

When Home is the New Office – Operating in Crisis Times

We are living in unprecedented times, with workers across the UK and many other countries worldwide being urged to avoid non-essential travel and work from home where possible. Home working is nothing new of course. Its origins date from the 1980s and BBC 5 Live Wake Up To Money analysis reveals a 74% jump in the number of people working…
Helen Billingham
March 18, 2020

Keep Your Customers Amazed

What is at the heart of delivering customer service success? In my experience, it comes down to the concept of amazement. This concept is an integral part of my customer service philosophy and I’ve outlined more about it in the updated edition of my book, The Cult of the Customer. What drives amazement? Delivering amazement to your customers may sound…
Helen Billingham
March 2, 2020

Five Key Trends Impacting Customer Service

As we head into 2020, now is the perfect time to evaluate how the customer service sector has performed in 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide, sponsored by Enghouse Interactive. Based on a detailed structured questionnaire, Contact Babel surveyed 226 UK contact centre managers and directors on…
Helen Billingham
January 6, 2020
AIContact centre, Multi-channel, Omni-channel

Embracing AI and Robotic-Driven Customer Service Without Leaving Employees Behind

We are living in a digital age. People are more willing to self-serve and the use of AI and robotics for customer service is growing. This drive to automation has the potential to benefit organisations and their customers across all sectors. Business employees understand how AI helps deliver operational efficiency and enhanced customer service. According to a recent survey we…
Helen Billingham
December 10, 2019
Cloud Contact Center, CCaaS, Remote Working, WFHCommunications CentreContact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, SupportIVR/Self-Service

Raise the Bar: Top Tips to Improve the Customer Journey

Most customer service operations are on a relentless march towards omnichannel. Although digital is the way forward, no business should roll out new digital channels for their own sake. Any implementation needs to be in the context of the customer journey, with a focus on continuous improvement. In other words, a business should concentrate on the whole experience a customer…
Helen Billingham
November 19, 2019