Why Your Organisation Should Be a Fishing Trawler

Everybody should be responsible for customer feedback. Every department and every manager should be able to connect on every channel to the customers who are donating their time to provide valuable insight. It should not be a dedicated team. How do we make this happen?

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What will 2017 bring for Customer Experience?

The best thing about wrapping up the year is the space we get to reflect on the year gone by and the year to come. As I started to write a predictions post for 2017, I found myself taking stock of my predictions last year, and where they had ended up.

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Yoda Providing Customer Service?

True proactive service is within reach, thanks to advancements in Artificial Intelligence (AI). In this blog, Amrita Bhattacharyya looks into what a proactive approach can do for your customer.

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The Custodians of Customer Loyalty

We are now living in a digital first world, with well-informed and impatient customers using an omni-channel approach to interact with companies. Despite the availability of digital channels and approaches, customers still prefer to speak with a person for complex issues. So what does this mean for the call centre?

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Transformation: It's Not Just for Sunny Days

It’s not a new conversation, and it really should be the foundation of every strategic conversation between a BPO provider and their client: how are we transforming your business?

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The Changing Face of Contact Centres

It’s the thing we’ve read about, planned for, and braced ourselves to be ready to tackle for the last couple of years: the reduced reliance on traditional voice channels that threatens to change the face of the contact centre industry forever.

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Getting the Best From Your Contact Centres

If you’re in the business of customer service, you’re probably also in the business of running a contact centre. And while customer experience may be top of mind, that doesn’t mean that the contact centre can always be your core focus. So how do you strike the balance between a welcoming customer experience, happy employees, and solid business outcomes?

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Evolving the Art of Conversation

Not so long ago, the art of conversation involved simply mastering your words and manners while in the same room as someone else. Then the contact centre arrived, and skills mastered in the face-to-face world transformed to rely on voice alone. Now, the digital age is driving us to even greater evolution

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The Increasing Importance of Digital Customer Service

Customers increasingly want to engage with businesses through channels beyond the traditional call centre or retail environment. Given that there is an increasing proportion of non-voice customer interactions, and this trend is expected to continue, is your business ready for this evolution?

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Understanding Omni-Channel

Interacting with your customers across several channels has become common nowadays. Once upon a time, we may have assumed that customers would interact with us either in-store, on the phone, or online, and that we didn't necessarily need to be too concerned about the customer experience being seamless across all channels. Time has proven this assumption wrong.

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People Engagement

Call centres are by their very nature a people business; they connect people and provide solutions in real time. Strip away the complex systems, routing engines, knowledge management tools, CRMs and other technologies and at the heart of our industry is people. A call centre is therefore only as good as the people who work there.

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