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Understanding failure demand and its impact on your contact centre

Understanding-failure-demand-and-its-impact-on-your-contact-centr_20210812-143436_1

Failure Demand: "Demand caused by failure to do something or do something right for the customer"
Seddon, 2003

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The true cost of a poor customer experience, and what it means for your contact centre

The-true-cost-of-a-poor-customer-experience-and-what-it-means-for-your-contact-centre

Over the course of the past year, the contact centre has been changed forever, with social distancing requirements meaning that familiar methods of face-to-face contact are now unavailable. In light of these shifts, social media, video and email contact are now regularly utilised as the primary channels for customer queries – a trend that we have seen on the rise for some years now. Between March and November 2020, we saw a significant update in the use of online channels, with 54% of organisations reporting an increase in email contact, 52% reporting an increase in social media, and 65% reporting an increase in the use of web chat.

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Cottsway Housing

Cottsway-Optimising-internal-and-external-communications-for-a-top-housing-association

Optimising internal and external communications for a top housing association About Cottsway Housing Operating across West Oxfordshire, Gloucestershir...

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