Author: CXM Editorial

Web chat: Why it’s becoming the customer channel of choice

Klaas van der Leest, UK Managing Director, discusses the benefits of Web chat and explains how to prepare for the chat revolution According to research by BTi, ‘web chat is climbing the ladder of customer channel preference’ and rapidly contributing to...

How Transformational Outsourcing can provide a new lease of life to contact centres

The past decade has seen a significant shift in organisations’ approach to customer management. Pre financial crunch saw companies aggressively building market share and rapidly deploying voice channels to drive the increasing volumes in customer contact. But over the years,...

Twitter least effective customer service channel for UK brands, according to new study

Eptica research of top 100 companies finds customer experience ‘average’ across web, email and Twitter Reading, 25 March 2014: Many UK companies are still struggling to deliver adequate customer service through the web, email, social media and web chat channels, with...

Social Media – How it can make or break your customer’s experience

Richard McCrossan, Strategic Business Director, Genesys Social Media has provided a huge platform for businesses to promote themselves and chat to their customers, but where does it stand in the world of customer service? We now have the answer. Positive customer service...

Powerful Insights on your Customers can Truly Boost Your Business

Data collection is absolutely essential to the efficient functioning of any website. Methodologies may have changed over time, but the technology is now available to rapidly improve business processes by using real-time data and actionable intelligence to facilitate improved return...

Customer Service: The Key To B2B Companies’ Profits

Do you lead or manage a business-to-business company? Great customer service may be even more important for your organization than for companies serving individual customers directly. B2B companies tend to have far fewer customers but their accounts are...

Caught Between Fear and Trust – Elephants in Public Sector Performance

My research and training within the public sector reveals staff are clearly feeling the pressures of performing in climates of: more for less cut backs redundancies limited promotion opportunities diminishing resources pay freezes The Effects of Fear and Trust Health care, emergency services and council services amongst others,...

Winners share secrets to their success

With Customer Experience being high on the radar for businesses, it’s no surprise that The Cranfield Customer Management Forum (CCMF) set the agenda for their February workshop ‘Winning with Customer Experience’. A series of thought provoking presentations were made by...

Call Centre winners who treat complaints like gold

AmicusHorizon are champions when it comes to contact centres, having scooped the ‘Best Small Contact Centre’ at the 2013 UK Customer Experience Awards. We look at how they make their call centre stand out. AmicusHorizon is a charitable housing association (contact...

Morrisons customers out-tweet Waitrose for happiness, but Topshop beats them both

Customers have been tweeted Topshop into first place in the latest monthly study into online shopping by SpectrumInsight. February’s statistics reveal that Morrisons is still impressing consumers while Waitrose’s woes, which started during the run-up to Christmas, have continued. The SpectrumInsight study...