Why are analytics solutions so valuable for businesses? Analytics is one of the few value-adds that can be promoted even in tough times like COVID-19. Businesses that use analytics to monitor individuals and teams can clearly see the impact of performance on customer experience and focus on KPIs that matter right now. Ongoing measurement makes…
Read More
Customer experience has taken on a new level of significance since the global downturn in the economy triggered by the COVID-19 pandemic, and worldwide introduction of remote working. Uncertainty has touched every business, on every continent, resulting in a focus on customer experience being more important than ever. Customer retention is driven by customer experience,…
Read More
Tollring has navigated its way through the current situation using a combination of its own iCall Suite and Microsoft Teams to ensure its people can manage effectively and in turn, deliver a good service to customers, and it is clear that if you have the right tools, you can understand how to handle any changes…
Read More
Businesses have leapt from having a ‘work from home’ policy to now everyone being at home. It’s a completely new experience and not an experiment that many companies would want to try in normal times. Many of these may also be looking at how they can maintain some sort of oversight to ensure that staff…
Read More
The choice of private cloud vs. public cloud is still very much subjective, with no ‘right’ answer – it depends heavily on a service provider’s priorities, vertical markets served, differentiation strategy, and approach to customer experience. While a public cloud approach is generally quicker to get up and running and will reduce support and maintenance…
Read More
Customer Experience Companies that already understand the value of a CX-first approach know that it requires a mindset of continuous improvement across the whole business. Ultimately, everyone in a business influences customer experience, even if they aren’t a designated touchpoint for the customer. Maintaining a CX-focus will re-shape the workplace in almost every aspect. Customer…
Read More