With unemployment so low, it’s hard to attract and retain people to work in contact centres. As a result, many centres are under-staffed, making scheduling difficult and hitting SLA performance. […]
Millennials, a cohort of over 1.8 billion people, account for a quarter of the world’s population and have a combined spending power of $2.5 trillion. By 2025, they will comprise […]
Strong Customer Authentication (SCA) means hard work for European banks looking to ensure compliance from day one. Come September, it’s going to mean some hard work for customers too. People […]
Financial services companies are under more pressure than ever before to both defend and gain market share, and with so many businesses in the sector citing ‘customer experience’ as a […]
The shift in channels for consumer engagement and communication has become more pronounced than ever. Digital disruption is changing the way people communicate in their personal lives. Messaging tools like […]
Brands have never been under such pressure to keep up with their tech peers. But while some of the latest technologies may sound like they belong in a sci-fi film; the truth is they have the power to transform how you deliver your customer service.
UK property transactions were up 7.6 per cent in May compared to the previous month – this means utilities companies will spend the coming months managing a high volume of requests from prospective and existing customers, and the importance of these interactions should not be underestimated.
In the face of fresh-faced fintechs, it’s essential that banks are doing all they can do to digitise their services and provide a truly competitive offer to challenger brands. So, what must banks bear in mind when looking to digitally transform their customer service?
The summer spike is a key time to both retain old customers and gain new ones – so it’s important that travel companies do all they can to make that all important summer holiday as smooth and seamless as possible.
If brands are to stake their claims on customer loyalty – and attract more consumers through excellent customer service – it is vital that they understand who has responsibility for delivering second to none customer experiences.