Principles of Customer Experience

Giving the best customer experience is not something any business can do effortlessly. Surely we’ve all had some bad experiences with different brands that left us thinking “I’m never using their services/products ever again!”? That statement usually builds up from a series of unsatisfactory experiences from the minute you engage with that specific brand. In…

Contact Center Must Haves for 2020

The future of contact centers is one that’s very technology based. The 4th industrial revolution is bringing about new trends and expectations. Organisations with contact centers must be upping their game on an ongoing basis just to keep up with trends and satisfy ever rising customer expectations. 2020 will bring about the implementation of all…

The most important customer service skills: Top ten (10)

 1.Problem-solving and Fact-Finding Customer service consultants need to always bear in mind that customers come to them in hopes to find solutions and some sense of relief. One of the most fundamental attributes of good customer service is resolving the customer’s query. So, problem-solving is key and fact-finding is the skill behind that. Problem-solving begins…

AI as a Customer Experience Tool

By now most of us have discovered that Artificial Intelligence (AI) plays a major role in improving daily tasks and getting the job done. However, that is not where it all ends. AI can also be used as a tool for effective and convenient customer experience. Imagine you have a problem with a company’s product,…

Chatbots: Customer Services’ Time and Money Saver

Artificial Intelligence (AI) since its implementation throughout businesses including the call centre and customer service industry has made significant changes and has brought a lot of advantages with it. Through AI, we have seen the development of chatbots play an important role in advancing the call centre space in improving customer services and now it’s…

Beat the Burnout!

This time of year that’s all I can say…. Its December again… .. All I wanted was to go back home after a not to positive business meeting curl up in bed with pancakes and a book… close the curtains and listen to the rain…… . Tell my team “I will see you all next…