What if you could predict your customer’s needs before they ever asked you for something? How about being able to see the things that are negatively impacting your customer’s experience in real-time? That way, you could fix problems before they had a lasting impact on your client’s loyalty to your brand. Thanks to artificial intelligence, and state-of-the-art analytics solutions, it’s now possible to use predictive analytics and real-time analytics to enhance CX in a new way.
As we come out of the latest lockdown, XL Marketing are pleased to announce they have just moved to a new office location, around the corner at Strawberry Fields in Chorley. Their new and larger space allows further growth of their lead generation teams and will add more functions to the business. Ian Smith, Managing Director says “The growth potential and added value that we can provide for our customers is massive now. Better location that’s well connected with better facil
As lockdown eases, contact centres are starting to return staff from furlough or working from home it is worth remembering that COVID-19 is still rampant within the population as a whole, and advisers and those that work in contact centres are not immune. A safe, but productive environment should be the concern of every contact centre manager. This brief guide may be of help. Demand V Customer Service For those who are experiencing an increase: Be proactive: Make use of commu
The way customers interact with companies has evolved on a massive scale. Today’s businesses aren’t just taking calls from anxious clients or contacting customers over the phone. Conversations between brands and their patrons can happen on any channel. Customer interactions can now move from one channel to another as smoothly as we’d move from one call to the next. What this means for business leaders is that the contact centre needs to be ready for a more aligned, omni-chann
Most business leaders are aware of the incredible power of contact centre analytics when it comes to strategic planning and resource optimisation. But one area where the industry is lagging behind is advanced analytics, particularly real-time analytics. A McKinsey report suggests that just 37% of organisations feel they are using advanced analytics to create value – this means they are missing out on a significant cost advantage and opportunities to improve customer satisfact