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Strategy Guide Understanding the Customer Journey Every Step of the Way There are many things a business can do to become truly customer-centric. The first step is to make a commitment to consider the customer experience as a priority that drives...
White Paper | 10-min read Top Performing Contact Centre Tech, Tools And Trends Realise the potential 186% ROI benefit from an intelligent automation strategy. Robotic process automation (RPA) has surged as companies look for ways to enable...
White Paper | 8-min read The Utimate Business Case for Messaging Consumers want to use messaging, CX leaders understand the many benefits, but only a handful of brands offer it. What gives? Messaging helps you create better customer experiences,...
How Volkswagen accelerated their Digital Transformation engine Take a road trip with us to find out how VW accelerated digital transformation and navigated around the potholes, even through a global pandemic. Volkswagen Group set out on a 5...
SPECIAL REPORT | 7-min read How Virtual Contact Centre Support Beat Brick-and-Mortar Results Essential tips from preparation to performance Besides the actual move to virtual contact centres, consistent quality and service levels are critical to...
Free Starter List Questions to ask Sales Outsourcing Providers To find the right outsourcing vendor you have to ask the right questions. This ready-to-use Request for Proposal (RFP) Template provides an overview of key topics and questions to ask...
CX Strategy Guide | 10-min read FOR FINANCIAL SERVICES LEADERS Banking experiences get a work-from-home boost Remote contact centre work is now becoming a fact of life for banks, insurance, credit card, investment houses, and other financial firms...
Free Sales KPI Calculator Sales Performance KPI and Metrics Calculator With this ready-to-use excel workbook of pre-made KPI calculator templates, easily track key performance metrics, such as customer acquisition cost, win/loss ratio, ROI, and a...
Eliminating the stress from back office work An organisation’s back office services work, which includes non-customer facing transaction processing, is fundamental to any great customer experience. That’s why it’s...
Finance Exceptional Customer Experience by Design .sans-black {font-family:'Gilroy-Heavy' !important;}h3.formHeadlineTwoColumn { font-size: 27px !important; font-weight: 800 !important; line-height: 34px !important; padding: 0px 20px 10px ...
Retail Exceptional Customer Experience by Design .sans-black {font-family:'Gilroy-Heavy' !important;}h3.formHeadlineTwoColumn { font-size: 27px !important; font-weight: 800 !important; line-height: 34px !important; padding: 0px 20px 10px ...
Experience 360 Exceptional Customer Experience by Design .sans-black {font-family:'Gilroy-Heavy' !important;}h3.formHeadlineTwoColumn { font-size: 27px !important; font-weight: 800 !important; line-height: 34px !important; padding: 0px 20px...
STRATEGY GUIDE | 10-MIN READ 4 reasons why you should use the right CX partner for outsourcing needs Discover how to optimise your contact centre operations with innovative collaboration. Today’s contact centre workforce must have complex...
The challenge A major commercial cooking and foodservice equipment manufacturer prided itself on its excellent products. Over the years, the company had expanded its lines of business, including hiring additional subject matter experts (SMEs) to...
The challenge When starting a new job, it’s common for new hires to face an initial learning curve. At a major telecommunications firm, however, new hires for a particular line of business’s contact centre had a history of barely...
STRATEGY GUIDE | 10-MIN READ CX Trends: The 2022 Edition 10 predictions driving future customer experience success Leading companies are doubling down on innovations and insights to drive both resilience and growth. If last year was a time for...
Tips & Takeaways 4 ways analytics can drive impactful business outcomes for contact centres With the massive volumes of data out there, organisations have an opportunity (and challenge) to create a 360-degree view of the customer that produces...