Customer journey – Why is it so important

In an ever-changing world with never ending customer expectations, every business will need to deliver unwavered customer experience. One of the many ways to do this is by implementing a unified platform to help your organisation deliver a consistent and personalised customer experience. This usually starts by mapping out a detailed customer journey that makes…

Boosting Agent Morale

The call center industry is one of the top recorded when it comes to high employee turn over rates. Usually this is because in less involved call centers, the target workforce is young, recent school levers who are still finding themselves in the workspace. Other reasons for the high turn-over rates can be a result…

Customer Service Vs Customer Experience (CX)

Both topics are of paramount importance in the Contact Center environment. Everyone in the industry seems to be talking of Customer Experience and paying less attention to Customer Service. Each area touches on different things that when put together, you offer your customer the best solution and increase retention. The Customer Journey has different stages…

Correlation between Employee Engagement and Customer Experience (CX)

Employee engagement strategies have been shown to retain customers, reduce staff turnover, improve productivity and increase profits. An “engaged employee” can be defined as one who is enthusiastic about their work and takes positive action to further the organization’s strategy. Customer experience is top of mind for many organisations and a positively engaged employee contributes more than 50% towards…

Improve your Customer Experience (CX)

Your customer experience journey is the result of an interaction between an organisation and a customer over a period of time. An organisation that wants to optimise its Customer Experience needs to have a Customer Experience Strategy in place. The CX strategy is the actionable plan in place to deliver a positive, meaningful experience across all…