As we plough forward with global digitalisation and see weekly, mind-blowing strides in AI, one thing remains critical as far as the Customer Experience goes…Customers want a humanised experience.

Ah, I remember my first foray with Treating Customers Fairly (TCF) back in 2012 when working for a Housing Association, but it wasn’t until 2014 that I really got up close and personal with the Financial Conduct Authority (FCA). I was acting as the Deputy CEO of a newly founded Debt Advice Charity and my first job on the to-do list…get the charity FCA authorisation

The world of call centres is constantly evolving, and the call centre of the near future is poised to look vastly different from its predecessors. From relying solely on phone calls to utilising multiple communication channels, the evolution of technology has transformed the way businesses interact with their customers – and as these changes occur,…

If you’re sitting with your co-workers, chatting about the importance of customer experience (CX), someone will inevitably chip in with “Yes, but what about the employee experience (EX)?”. (I guarantee it! EX always pops up in a CX conversation…Don’t believe me? Test it out during your next meeting).

Have you heard the news? Evaluagent is the first QA and Improvement Platform to introduce SmartScore; a transformative feature powered by ChatGPT! Exciting, right?!?

What does this mean? Well, it means you can collect insight, call score and create improvement suggestions with just the click of a button, saving valuable people resources for where their intervention can add more value. You can find out more about SmartScore by reading Jodies’ blog.

A study by Whistl has suggested that up to 38% of customers value a quick resolution the most when contacting a call centre. But despite customer service technology improving across the board, many call centres are still using separate telephone and computer systems, and flicking between the two can increase the handling time of each…

The value of an effective call centre script cannot be overstated when it comes to providing a consistent and high quality level of service. The right script can boost sales, improve the customer experience and go a long way towards increasing employee morale. It ensures the customer experience is as consistent as possible across the…

From AI to Analytics and everything in between, we’ve been busy finding out what the Contact Centre must haves are for 2023! As the world continues to evolve and change, it’s important to regularly assess your systems and make any updates as necessary to insure you’re keeping up with the latest trends and technology that will take your business to the next level.

You’re already aware that customer service is key to the success of your business. Helping your customers to find the right path to exactly what they need means striving to create a good customer service experience at every opportunity. Bad customer service can be frustrating and costly for everyone involved. Time and money can be…

At the heart of every successful business is a high standard of service that leaves customers feeling valued through efficient responses and practical answers to their problems or concerns. With a market size of £2.5 billion in 2022, according to IBIS World, the call centre industry is an essential customer service tool that requires agents…