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…

Optimizing Customer Service Centres

Top management are reluctant to provide bigger budgets for the customer service contact centres since they see no revenue value in them thus placing Call Centre Managers in a tough spot. They then take necessary measures to implement methods which would reduce the cost of the call centre without compromising on the level of customer…

Quick and Easy Guide for your IVR

IVR is often the first interaction between a customer and an organisation. It can strongly influence the caller’s perception of a company through its personality and ease of use, delivering great benefits to both sides. Conversely, getting it wrong through poor implementation can be a real turn off for the caller, so getting it right…