Which Call Centre Metrics Matter?

The modern call centre is central to a business’ ability to deliver excellent customer service. However, at a time when squeezed budgets and cost-cutting techniques are commonplace, call centres need to be able to measure their KPIs in order to drive improvements and justify their spending. To do this, they must analyse a variety of call centre metrics. Here, we [...]

2019-02-04T09:42:03+00:00December 14th, 2018|

Customer Satisfaction Survey Questions: What You Should Be Asking

Customer satisfaction survey questions are an excellent means of improving your service provision by identifying what it is you do well and what you could do better. However, the survey process can be vastly improved via the use of new, interactive digital technologies. Chatbots and AI systems, in particular, are having a dramatic impact on how business go about doing [...]

2019-01-30T15:24:15+00:00December 13th, 2018|

Set up and Go? Why Automation Still Needs Your Attention

In all types of automated software, bugs and defects are both common and inevitable. As much as developers would like their creations to be entirely error-free, there are too many variables and inputs for this to happen. It’s why testing and maintenance are essential features of any successful digital implementation process. They weed out mistakes in an automated process and [...]

2018-10-30T10:00:46+00:00December 4th, 2018|

Why Free Chatbot Software Isn’t An Adequate Business Solution

If you’re considering integrating a chatbot into your customer service system, you may have considered utilising free chatbot software. While it’s a popular choice for amateur enthusiasts, it’s not always appropriate when it comes to professional services. Here, we take a look at what it offers and why it’s not an adequate business solution on its own. The best thing [...]

2018-10-30T10:00:28+00:00November 27th, 2018|

11 Reasons Customers Aren’t Using Your Chatbot (and what to do about it)

Though you may have developed the greatest chatbot known to humankind, there’s no guarantee your customers will use it. Here, we examine the 11 most common reasons your customers aren’t willing to engage with your chatbot and provide you with step-by-step solutions to fix each issue. Your chatbot doesn’t accurately replicate human conversation The clue is in the name – [...]

2018-10-30T10:00:18+00:00November 20th, 2018|

The Top 10 Complaints About Customer Service

If you’re looking to improve your customer service provision, it’s important you understand what customers find frustrating about your existing service. To do this, you’ll need a list of common complaints. To give you an idea of where most businesses struggle, we’ve collected 10 of the most common customer service complaints heard in contact centres across the country. The issue [...]

2018-10-30T09:55:45+00:00November 6th, 2018|

T-Mobile Have Killed Their IVR – Should You Do the Same?

T-Mobile says goodbye to IVR In August, T-Mobile very publicly announced that they would be doing away with its IVR systems in an effort to banish ‘customer service hell' to the dustbin of history. They were so happy with this move that they created a long-form advertisement to ensure everyone knows about their decision. The cynics amongst us may question [...]

2018-10-30T09:56:14+00:00October 30th, 2018|

Chatbot or Human? When to Choose the Right Option for Customer Service

In 1896, an Italian economist, Vilfredo Pareto, published a paper that demonstrated that around 80% of the land in Italy was owned by the wealthiest 20% of the population. He went on to carry out further studies and discovered that this ratio also applied to many other countries. Long after Pareto passed away, reports revealed that global wealth distribution follows [...]

2018-10-09T10:39:25+00:00October 2nd, 2018|

How to Reduce Your Call Abandonment Rate – in 15 Steps

A high call abandonment rate is one of the most significant problems encountered in modern contact centres. At a time when customer satisfaction is such an important consideration for businesses of all types and sizes, having a high abandonment rate is an indication that not all is as healthy as it should be. Generally, an abandonment rate of 5% or [...]

2018-08-30T12:18:47+00:00August 28th, 2018|

Think Your Callers Would Rather Talk to a Real Person? Think Again.

As businesses begin to consider the effect of technological change on the way customers interact with companies, it’s easy to posit call-based and chat-based channels as existing in opposition. This attitude would suggest that when one method is in the ascendency, the other is declining and that there is some kind of battle for dominance between the two. While this [...]

2018-08-30T12:19:04+00:00August 14th, 2018|
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