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Customer Experience

Only 22% of companies use real-time metrics

Study calls for better use of APM (application performance measurement

A recent survey has revealed that only 22% of companies have access to real-time metrics meaning that potentially, nearly 80% of companies are putting their customer loyalty at risk because they don’t monitor key areas of dissatisfaction or poor customer experience. 

The Harvard Business Review Analytic Services survey found that large time lags between metrics-based reports "can keep causes … [Read more...] about Only 22% of companies use real-time metrics

Opinion: Experience more important than speed

A point of view from Dino Forte, CEO, Ventrica

Customer experience (CX) has become a priority for the vast majority of organisations – or has it? With the large volumes of contact centre advisors still incentivised based on speed – typically the Average Handle Time (AHT) – CX goals are quite often unachievable.

Companies have two options: speed or quality. Get the customer off the phone or web chat as quickly as possible or deliver a business transformative level … [Read more...] about Opinion: Experience more important than speed

Positive predictions – hooray!

Positive predictions - hooray!Technology industry will be OKNo GDPR 4% fines expected in 2019Brexit will get sortedReality check: hacking will continue

What a great way to start the new year. Semafone, a provider of data security and compliance solutions for contact centres, takes an optimistic view of the outlook for the technology industry in 2019 and we like his predictions so much we have published them in full.

CEO Tim Critchley, global solutions … [Read more...] about Positive predictions – hooray!

Unify your contact centre, boost loyalty with customers

Unify your contact centre, boost loyalty with customers

Unified communications has emerged as the latest method to help service departments achieve the vital twin goals of maximizing productivity and providing customers with the best experience possible. Article by Tim Moynihan, VP, Global Marketing and Channels, Envox Worldwide.

… [Read more...] about Unify your contact centre, boost loyalty with customers

Managing call centre information – giving agents the whole picture

Managing call centre information - giving agents the whole pictureCRM alone is not enough to run an efficient call centre. Technology such as Business Process Management (BPM) can provide the framework to integrate technology with the people element within an organisation. Article by Pete Dinham, global solutions director at BancTec. … [Read more...] about Managing call centre information – giving agents the whole picture

Incoming! Making Every Customer Contact a Precious Event

Incoming! Making Every Customer Contact a Precious EventBig brands in the Fast Moving Consumer Goods (FMCG) industry are constantly in contact with customers. So when contact becomes a process driven transaction, what happens to the customer¹s experience of the brand and the values it represents? Article by Laurin McDonald, Managing Director of Sitel UK. … [Read more...] about Incoming! Making Every Customer Contact a Precious Event

Who do you think you are: voice recognition in the call centre

Who do you think you are: voice recognition in the call centreEven organisations with impeccable security credentials know that they are not immune to identity fraud. A security breach at one organisation can quickly ripple out and cause chaos in another, severely damaging customer relations. Albert Selzer, MD, Spescom UK explains how biometric voice recognition technology can reduce the incidence of identity fraud and add competitive advantage to organisations that use it. … [Read more...] about Who do you think you are: voice recognition in the call centre