contact centres Archives

Guest Post – How Contact Centres can Better Influence the End-to-End Customer Experience
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Guest Post – How Contact Centres can Better Influence the End-to-End Customer Experience

Channels, Communication Channels

Guest Post – How Contact Centres can Better Influence the End-to-End Customer Experience

We all know how challenging customer experience management has become these past few years. Now that most customers use a number of disjointed platforms to interact with companies, contact centres face the challenge of building and maintaining a consistent experience across multiple touch points and channels. We live in an age where the power is [...]

By Ian Golding|2015-06-30T08:19:06+01:00June 30th, 2015|Channels, Communication Channels|0 Comments

‘I cannot get in, its snowing too hard’ – ‘I could have worked from home though’
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‘I cannot get in, its snowing too hard’ – ‘I could have worked from home though’

Communication Channels, CX Strategy, People

‘I cannot get in, its snowing too hard’ – ‘I could have worked from home though’

January 2013 is rapidly becoming like December 2010. Many of you based in the UK reading this will have very clear recollections of what happened just over two years ago - the kids may have loved it, but for many businesses, it was not pretty! As I look out of my window watching the snow [...]

By Ian Golding|2015-04-13T14:04:10+01:00January 21st, 2013|Communication Channels, CX Strategy, People|1 Comment