It’s no secret that the last 18 months have been extremely challenging for consumers. The cost-of-living crisis, post-pandemic recovery and soaring energy bills have all contributed to customers being more vulnerable and reliant on customer service. In response, Ofgem has completed a full review, engaging with businesses, consumers and energy suppliers alike to understand more…

You’ll be in good company

The UK call center market is expanding rapidly and brought in roughly £2.5bn in revenue in 2022. Starting a call center can be extremely lucrative and there are plenty of opportunities to increase profitability and expand. That said, customer expectations have never been higher and there is fierce competition in the customer service sector. One…

First contact resolution has long been the holy grail of customer service. Resolve that initial call completely and the case is closed, right?  Not so fast. In today’s omnichannel environment, the customer journey doesn’t end when that first call does.  Recent research by ContactBabel reveals first contact resolution ranks highly among priorities for UK and…

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…