Author: CXM Editorial

Customer Experience in the call centre: New approaches to Quality and Performance

It’s still true that even in this digital age the call centre is many customers’ only point of contact with a company. A lot has been said about the call centre industry, and in most cases it is portrayed in...

Your future is in your hands

Back in mid-January, BDO released a report, written by the Economist Intelligence Unit (EIU), which looked into the impact of poor customer service on businesses worldwide. The report, which surveyed more than 800 senior business leaders from around the world found...

The Seven most popular myths about Cloud Contact Centres Dispelled

Klaas van der Leest, UK Managing Director, Intelecom dispels 7 myths about contact centres in the cloud Cloud computing is here to stay and cloud providers are quick to quote the benefits of this new phenomenon including minimal upfront expenditure,...

Consumers expect a similar level of customer service, when shopping online

According to a recent study by Zendesk, just 7% of online shoppers surveyed were extremely satisfied by the level of customer service brands provide across their channels. Do e-retailers meet the demands of their customers when it comes to customer service?...

How content marketing intelligence improves the customer contact centre

There is no doubt that content marketing as a practice is beginning to be widely adopted by organizations. Indeed, conservative estimates suggest the content marketing industry to be worth $44 billion. That said, whilst content seems to be infiltrating every aspect...

The Performance Management & Quality Monitoring campaign

The Performance Management & Quality Monitoring campaign helps companies within the UK contact centre industry become pioneers of next generation best practice Also known as the P&Q Challenge, the aim is to get everyone in the contact centre industry to...

Contact Centres – Delivering One Voice in Customer Service

What do customers want when it comes to customer service when they call a contact centre? What they want and what they expect are two very different things. In fact what they want from a contact centre is very similar to...

Top digital experiences required

Now is the time to enter the new UK Digital Experience Awards 2014 – an exciting opportunity to identify and celebrate the delivery of exceptional customer experience of the digital kind. Entries have already started to arrive, so why not look...

Winning entries prompt White Paper

Winning entries for the 2013 UK Customer Experience Awards have been analysed by the Cranfield Customer Management Forum (CCMF) and will soon feature in a White Paper. Entitled ‘Experience Co-creation: Lessons from the UK Customer Experience Awards 2013’ the White Paper...

Clear vision for Autoglass

In the first part of story about Autoglass® we looked at how they had embraced the digital world to complement their customer experience strategy and meet the demands of today’s fast moving business environment. In Part 2 we’ll look at...