Articles about customer experience

In ten years, how will organisations interact with their customers?
Dani Muir explores how a member of the public might contact an organisation in 2022.

Many of you will have used Net Promoter Surveys (NPS) to gauge the perception of your customers towards your company, products and services and to turn your existing customers into promoters of your business. The surveys can be a useful tool for learning what your customers like and dislike about your company and using their [...]

This week we launch the final cheat sheet in the series of downloadable training materials on Emotional Intelligence.    

Want to understand why customer service doesn’t get better?  Paul Cooper highlights a key disconnect.

Data entry is essential to customer service, but it can also be time consuming and inefficient. Our expert panel share their top tips and experiences on how to reduce the time agents spend on data entry.

Rather than using external companies to do mystery shopping you could get some of your customers  to do it for you.  They know more about your products and could probably do a better job.

This week we launch the second cheat sheet in the series of downloadable training materials on Effective Questioning Techniques.    

Luke Turner shares with us the trials and tribulations of working in a multilingual contact centre.

Jay Reilly of SoundBite Communications provides 5 tips to shape the customer experience in an evolving, multi-channel world.

Skill levels in the contact centre can vary considerably and product knowledge can often be poor.  With the internet and social media we sometimes find that the customer is more knowledgeable than the agent they are talking to.
So how do we encourage a learning culture in the contact centre?  Sarah Mackie provides some pointers.