The new customer experience must be effortless
2020 is a year that very few businesses will forget, and we are still only halfway through. As companies start to consider what comes next, focus needs to be on making the customer experience as effortless as possible. This might mean adapting processes, reviewing...
The future of customer service: automation will not replace agents
Over the past three months, companies have been forced to totally change the way they work, having a significant impact on their customer service process, model, and strategies. And, as they start to look to the future and reflect on the success (or failings) of this...
Looking forward – what’s next for Customer Service?
The ongoing restrictions have had a significant impact on the way businesses operate, particularly how they engage with their customers. We’ve made it through phase one – where businesses made significant changes, and quickly – and we’re now in the middle of phase...
The experts agree: the future of customer service looks different to the past
Over the past few weeks, companies around the globe have been forced to make significant changes to their day-to-day customer service operations in response to the Covid-19 pandemic. As we begin to look towards the future, it’s clear that everything has changed. When...
