Blog

Customer expectations around the contact centre experience are rising continually. Organisations know they need to act - but where to start?

Over the past 20 years customer service strategy and management has transformed. When contact centres were first established, they were treated as a cost centre. That meant the primary strategic aim was to run them as efficiently as possible.

Recognition is one of the most important factors in delivering excellent customer service, and one of the most often overlooked.

I’d like to talk about The Grinch. Whether it’s the character from the 2018 or 2000 movie or the 1957 book, we know him as the cynical and bad-tempered creature who can’t stand Christmas, tries to steal it and generally puts a dampener on all things jolly and festive.

Peak periods can have an outsize impact on a company’s sales and brand reputation. Relying on the flexibility of the cloud is therefore vital, ensuring that customer service scales to meet demand.

Consumers now have an ever-widening range of channels for interacting with companies. Getting the right balance has to start by understanding your customers. How, why and when do they want to engage with your business?