Category

CX, Customer Experience, Customer Service, Support

CX, Customer Experience, Customer Service, Support

How real-time chat translation delivers better multilanguage customer service

Providing service in a customer’s preferred language is key to a great experience, that’s why embracing real-time chat translation makes this easier to achieve. Today, customers may not be confident or comfortable in the main language used within your contact centre. This could be because you are providing service to multiple countries from a single location, or to local customers…
Helen Billingham
August 4, 2023
CX, Customer Experience, Customer Service, Support

Tracking the right customer service metrics for contact centre success

Contact centres have always measured key customer service metrics. However, given the rising importance of customer experience, the metrics used must evolve and change. This enables customer service leaders to demonstrate the value of their work, linking the contact centre to the wider organisation and its objectives. Essentially, customer service metrics are split into two main categories – operational KPIs…
Helen Billingham
July 28, 2023
Generative AI is currently transforming the way multiple industries operate but what will be the impact of ChatGPT in customer service?AICX, Customer Experience, Customer Service, Support

ChatGPT in customer service: what CX leaders need to know

Generative AI is currently transforming the way multiple industries operate but what will be the impact of ChatGPT in customer service? Since its launch in November 2022, OpenAI’s ChatGPT conversational AI chatbot has been used by millions of people. As well as the free version, companies can subscribe to a paid service which provides enhanced features and capabilities. The success…
Steve Nattress
July 14, 2023
Post-purchase customer serviceCX, Customer Experience, Customer Service, Support

The importance of post-purchase customer service in online shopping

Call me a Luddite. Call me old-fashioned. But I really don’t like shopping online. In fact I avoid buying any tangible items online wherever possible, and I always try to choose the good old physical shopping option. The reasons for me avoiding online shopping are complex and varied, being mainly centred around previous bad experiences in relation to delivery and…
Helen Billingham
June 29, 2023
AICX, Customer Experience, Customer Service, Support

The benefits of Generative AI in customer service

With the arrival of ChatGPT, businesses have begun to understand the potential benefits of Generative AI in customer service. What is Generative AI? Many of us have started to learn about Generative AI thanks to ChatGPT. Generative AI is an artificial intelligence technology that can generate text, images and audio (amongst other formats), typically in response to a prompt or…
Barbara Stuart
June 5, 2023
IoT in customer serviceAICX, Customer Experience, Customer Service, Support

The benefits of IoT in customer service

Across many sectors there’s a growing understanding of the importance of the Internet of Things (IoT) in customer service. For the first time IoT-equipped smart devices are now communicating automatically, without human involvement. They are sharing real-time data on everything from power consumption to environmental information and even requests for service. For example, smart printers now message manufacturers when they…
Helen Billingham
May 19, 2023
Contact centre leadership skillsContact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, Support

10 important attributes of a great contact centre leader

Successful customer service isn’t just about the frontline agents that interact with customers - it’s also about the contact centre leaders that manage agents and drive strategy. Having strong managers is essential at all levels of the contact centre, from the head of customer service and Chief Experience Officer (CXO), to team leaders and supervisors. They all need the right…
Barbara Stuart
April 6, 2023
CX LessonsCX, Customer Experience, Customer Service, Support

CX Lessons Every Organisation Can Learn from Big Companies

Want to improve your customer experience? The best examples are right in front of you. Many of the world’s largest companies are successful because they focus on customers. Their reputation for going above and beyond to make customers’ lives easier and better creates growth opportunities and loyal customers. No matter your size or industry, here are four CX lessons that…
Blake Morgan
February 13, 2023
Digital self service cover imageAIContact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, SupportDigital TransformationIVR/Self-Service

How to deliver ROI from your digital self-service

How to deliver ROI from your digital self-service We all have heard about the unprecedented digital transformation that was accelerated by the recent pandemic. Consumers turned to shopping online and suddenly online retail became hugely competitive, forcing retailers to adopt the latest and greatest technology to stay ahead. However, it wasn’t only retail that was affected. As a result of…
Barbara Stuart
March 8, 2022