It’s been a challenging 12 months in the contact centre, and while more customer support than ever has now moved online, the personnel at the frontier of this interaction are working in completely new ways. New research by Enghouse sheds worrying new light on the state of mind of frontline CX professionals, during this pivotal time for global business. The initial headlines read positively, with the switch to remote work yielding increasing reported happiness (38%), productiv

Customer experience software provider Awaken Intelligence has carried out a survey of 750 contact centre customers in the UK regarding their experience with contact centres during the ongoing COVID-19 pandemic. Buffeted by twin issues of changing working dynamics and increased demand, in general the picture was quite negative. According to the study, the top reasons for call centre irritation were numerous, including not being able to speak to a real person, high average wait

The way in which companies treat their customers during times of upheaval has never been more important, or relevant. Businesses that fail to demonstrate empathy and compassion for their customers in times of crisis risk long-term damage to their brand. But more importantly, corporations now need to go a step further to ensure that vulnerable customers are protected, says Jonathan Wax, Vice President EMEA, NICE Nexidia. “During the pandemic, there was a huge spike in vulnerab

Research has repeatedly indicated the pivotal role of self-service in CX, as it empowers the customer and dramatically shrinks time to query resolution. According to Salesforce, 59% of consumers cite self-service as a key determining factor for brand loyalty. HubSpot found that customers expect de facto self-service options, in addition to a live help desk for more complex issues. So, it makes sense to augment your broader customer helpdesk strategy with a self-service compon