Tag: Customer Experience

More than Half of UK Consumers Reducing Spend Due to Low Confidence in the Economy

The latest data collected on April 18th -19th , 2020 report from global consulting firm McKinsey & Company reveals that only 17 percent of British consumers feel the economy will recover in the next 2 to 3 months. The UK consumers’...

Easing the Contact Centre Compliance Burden

Cyber fraud has seen a 55 percent year-on-year increase in the UK in recent years with criminals successfully stealing £1.2 billion through fraud and scams in 2018. The world of telecommunications is far from immune, with 170m fraudulent calls blocked...

Global Futurists: Episode #2 Mitali Chopra

In Summary: Mitali Chopra An Engineer turned Global Business leader turned Leadership & Business Coach ! Every passing year , my belief gets stronger that life is about creating meaningful and positive impact. Coaching talented leaders to achieve their true potential gives me that...

Global Futurists: Episode #1 Dr Yvonne Thompson

In Summary: Dr Yvonne Thompson CBE FRSA, FSGCW,FKCL Game changer, campaigner, activist, she has over 33 years, experience in the Communications, Marketing and PR industry, advising corporates, public sector, educational establishments and government championing equality, diversity and inclusivity in the workplace. Honoured by...

The Future of IVRs is No IVR At All

IVRs were invented in the 1960s as a way for businesses to automate the previously manual process of routing calls to the relevant departments. With the introduction of touch-tone dialling, the integration of IVRs into businesses ramped up in the...

2020 UK Complaint Handling Awards: Meet the Winners

The 2020 UK Complaint Handling Awards have taken place in London, celebrating the people, companies, and initiatives behind some of the best customer service operations in Britain. Hosted by Awards International – holders of an Independent Awards Standards Council Gold Trust Mark...

Contact Centre Superheroes Need Saving Too

Anyone who has worked in the complaint handling industry will tell you that like any job, there are good and bad days. What isn’t like most other jobs is the emotional weight placed on a complaint handler when they have...

Why a Connected CX Must Embed Itself Into Brand Marketing in 2020

The relationships between brands and consumers have changed. The way we consume products, services, and even marketing messages is not the same as before. The proliferation of smartphones and tablets, along with the rise in value of the subscription economy,...

TTEC Announces Pega Partnership for Contact Centre ‘Transformation’

Digital CX technology and services company TTEC has announced a strategic partnership with software firm Pegasystems, Inc, to offer clients “industry-leading digital transformation solutions” to optimise Customer Experience within their contact centres.  With the partnership, Pega’s intelligent automation and customer engagement suite, combined...

Why I Love Complaints

‘Complaint’ has traditionally been seen as a dirty word; whispered within organisations and one that most senior staff would have done anything to avoid admitting applied to them. The negative connotations that came with complaints meant that for years, anyone...