Tag: Customer engagement

3 practical strategies to help customer service agents overcome “The computer says no”

“Computer Says No” may be a phrase that most people in the UK associate with a comedy sketch, but it is a real and frustrating reality for contact centre agents. When resolving customer issues, agents usually follow a defined process, like a decision tree, where a system provides recommended steps to follow for customer resolution...

Are influencers relevant in the age of UGC?

Love it or hate it, we are living in the age of the influencer. Just look at the ongoing phenomenon of Love Island. With 1 million viewers tuning in to the recent Love Island All Stars final, the show’s impact extends far beyond the screen, turning many contestants into household names with...

The content race: On your marks, get set, go long-form video

In today’s digital age, the modern consumer is connected to everything, anywhere, all the time. Arguably, due to the proliferation of social media apps like TikTok, with the app reaching one billion installs just a year after its conception, there has been...

Contact centre AI: Are you set up for success?

In this digital age where customer expectations are rapidly on the rise, it’s no surprise that the contact centre is undergoing an AI-powered transformation. But how are businesses implementing AI in their contact centres? What do contact centres need to have in...

The Law of Congruent Experience: Unlocking Higher Customer Satisfaction Through Employee Happiness

In the complex tapestry of modern business, customer satisfaction stands as a beacon of success and sustainability. It’s the pulse that measures how effectively a company meets the needs and expectations of its clientele. 84% of companies that embark on...

How brands can create deeper customer connections in a cookie-less world

The disappearance of third-party cookies will cause a reckoning for the marketing industry. Losing out on third-party data stands to leave brands in the dark about behavioural and demographic insights that currently help them create target audiences and segments. Businesses will no longer be able to...

Old money prefers human support

Miles Davis once remarked after a gig, “It’s not about the notes you play, it’s about the ones you don’t.” We are in an era where the consumer experience is not solely about the emotions one feels. Far more crucial is...

Hyperpersonalising Online Shopping Experiences for Tech-Savvy Gen Z Customers

In the digital realm, where the line between the physical and virtual worlds blur, no one navigates the online shopping landscape with as much ease as Gen Z. Born into a world of rapid technological advancements, this demographic has changed...

How is Zoom navigating the future of customer engagement? Interview with Zoom’s Head of Contact Centre

In the fast-evolving landscape of Contact Centre as a Service  (CCaaS), one name stands out as a driving force in revolutionising customer experiences – Zoom.  Today, we are privileged to talk with Ben Neo, the Head of Zoom Contact Centre and CX...

Reward your customers, and they’ll reward you with their loyalty 

According to McKinsey, 81% of shoppers have changed their consumption behaviours in the face of soaring prices and inflation levels. Two-thirds of shoppers are making less impulsive purchases More than half are spending longer researching and considering purchases 47% are holding out more...