Digital service expectations from customers are very high Financial services firms without a user-friendly digital banking experience are at risk of losing customers. According to findings from a survey of 1,000 UK bank and building society customers conducted on behalf of Fiserv, a provider of financial services technology solutions, customers expectations of digital services from their financial services providers are very high. In fact 82% of respondents said they … [Read more...] about Digital failings impact customer retention
Customer Experience
Proactive service ‘becomes the norm’
Proactive service 'becomes the norm'Company contact centres getting personal … [Read more...] about Proactive service ‘becomes the norm’
What is going to be happening in 2016 in your call centre?
What is going to be happening in 2016 in your call centre?By David Ford, MD of Magnetic North … [Read more...] about What is going to be happening in 2016 in your call centre?
Multiple channels remain contact centre burden
Multiple channels remain contact centre burdenOnly 15 per cent of agents are able to track customers across multiple channels … [Read more...] about Multiple channels remain contact centre burden
Comment: A nation of “stall centres”
Comment: A nation of “stall centres” Introducing the UK's first "phone rage" IndexHaving just moved house, I can relate absolutely with the reasons behind Nigel Clarke’s creation of PleasePress1.com, a website that aims to highlight the practices that lead to phone rage. Above all this means paying for the privilege of listening to endless multiple choice messages, only to arrive back where you started. … [Read more...] about Comment: A nation of “stall centres”
BGL deploys speech recognition technology
BGL deploys speech recognition technologyInsurance provider rolls out call centre solution to improve customer experience … [Read more...] about BGL deploys speech recognition technology
Social media offering for contact centres
Social media offering for contact centresSolution to combine communications for Facebook Twitter, blogs and online communities … [Read more...] about Social media offering for contact centres
Phone remains most popular contact centre channel
Phone remains most popular contact centre channelSurvey reveals key trends in managing new campaigns … [Read more...] about Phone remains most popular contact centre channel
Loyal customers pay, newcomers call for free
Loyal customers pay, newcomers call for freeOne in seven homes now landline-lessMany leading banks, insurers and energy companies charging existing customers for calls, while offering free numbers to new customers. … [Read more...] about Loyal customers pay, newcomers call for free
What’s my line?: Contact centres should tear up their scripts to deliver effective customer service
CommentWhat’s my line?: Contact centres should tear up their scripts to deliver effective customer serviceComment by Jim Close, UK MD at Datapoint. … [Read more...] about What’s my line?: Contact centres should tear up their scripts to deliver effective customer service
