by Nick Sellers | Feb 26, 2021 | CX Service Design
To deliver the best possible customer service journey, businesses must implement simple, effective processes that meet the needs of customers and the organisation. But processes are typically put in place to serve the business, with little insight into what customers...
by Nick Sellers | Feb 12, 2021 | CX Service Design
Today, most brands are aware that they can stand out from their competitors by ensuring they are easy to deal with and by understanding the end to end user experience. However, business processes are typically put in place to achieve what the business needs from an...
by Patrick Gorman | Feb 4, 2021 | CX Service Design
Work-at-home brings a host of benefits, allowing for highly flexible customer service operations, improved business continuity, and a better employee work-life balance. For home-based colleagues to perform effectively and efficiently, they must have support and access...
by Patrick Gorman | Jan 29, 2021 | CX Service Design
Today, social interaction and online communication has become our way of life. We spend more time in relationships via our smartphone, tablet and computer screen than we do face to face. In the world of business, a brand that doesn’t cultivate its digital consumer,...
by Patrick Gorman | Jan 21, 2021 | CX Service Design
For successful communication, empathy is key. It helps us to understand and connect with the feelings and experiences of others, enabling us to see things from someone else’s perspective. Empathy is different to sympathy, which means feeling emotion for someone,...
by Nick Sellers | Jan 15, 2021 | CX Service Design
Customer ratings reveal what is working for them and what isn’t. They also indicate much about the effort customers perceive is being put into resolving their issue by the business. As a rule, some contact channels are more satisfying than others. For example,...
