To deliver customer service excellence, it is imperative that organisations understand their customers and review their experience of interacting with the business. This means plotting the various potential customer journeys through the business, not just those that pass through the call centre. Analytics lie at the heart of any business and remain the leading factor…
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To deliver customer service excellence, it is imperative that organisations understand their customers and review their experience of interacting with the business. This means plotting the various potential customer journeys through the business, not just those that pass through the call centre. Analytics lie at the heart of any business and remain the leading factor…
Read MoreUnderstanding the ‘customer experience’ is increasingly seen as the key to competitive advantage. Creating a good customer experience is all about knowing what the customer wants and how the customer wants to obtain it.Given the many channels through which customers can engage with a business, organisations are building Customer Journey Maps (CJM) to help them…
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The ultimate aim of a business is to create a positive customer experience which produces an engaged customer – someone who is likely to make future purchases. For this reason the customer experience is increasingly seen as the key to competitive advantage in every industry. Given the many channels through which customers can engage with…
Read More10 ways that a business can improve customer interactions through better use of their phones Inbound and outbound calls can be monitored using call management solutions that not only enable clients to deliver a quantifiable return on any telecoms investment, but are also proven to drive excellence in customer service. In the past such solutions were…
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