Industry News & discussion

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Six Customer Service Mistakes You Might Not Know You Are Making

February 9, 2017

It’s natural to always be on the lookout for ways to improve customer service at your organisation – but sometimes, we’re so busy looking elsewhere. It is important that we start to recognise what’s right under our own noses! How else […]

Read full article on: Call Centre Helper Author: Tim Pickard

NICE will Provide Tools and Insights for Reinventing Customer Service

February 9, 2017

At CCW 2017 in Berlin, NICE will showcase how it is enabling the contact centers of many of the world’s most recognizable brands and public sector organizations to reinvent customer service and achieve operational excellence. In Hall 4 Stand A4/B3, […]

Read full article on: Call Centre Helper

Middle Managers: Boosting Employee Engagement and Customer Experience

February 9, 2017

It’s pretty well understood that having a high level of employee engagement fuels better levels of service, a more engaging customer experience and better business results. Gallup research supports this and shows that firms with a highly engaged workforce experience […]

Read full article on: Call Centre Helper Author: Adrian Swinscoe

Do You Believe in Omnichannel Engagement Magic?

February 9, 2017

Stefan Captijn examines the myths of omnichannel uncovers how it can improve agent handle time, reduce operational costs and minimise customer abandonment Have you seen the latest Harry Potter film, Fantastic Beasts and Where to Find Them? It’s a world of […]

Read full article on: Call Centre Helper Author: Charlie Mitchell

Are We There Yet? A Snapshot Look at the Digital Transformation of Businesses

February 9, 2017

We may live in a world where self-driving cabs are on the road and information can be shared across the world instantly, but for the most part, companies are still struggling to operate in a digital economy. I’m reminded of this fact every time a customer service agent tells me department A isn’t connected to…

Read full article on: 1to1 Media: Blog

Do You Have a Mobile Customer Service Strategy?

February 9, 2017

Are you up to speed with how your customers want to communicate with you? Of course that might depend on who is considering that question. Marketing and digital teams have been talking about the mobile experience for a while now. […]

Read full article on: Call Centre Helper Author: Charlie Mitchell