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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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Exponential-e shoots up The Sunday Times BDO Profit Track 100, fuelled by SD-DP and customer satisfaction

Exponential-e-shoots-up-The-Sunday-Times-BDO-Profit-Track-100-fuelled-by-SD-DP-and-customer-satisfaction

Today we are delighted to announce that Exponential-e has been listed at 46 in The Sunday Times BDO Profit Track 100 - a rise of 43 places following o...

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