Akixi has published a whitepaper on the importance of the customer journey, after a staggering 32% of consumers said they would stop doing business with a company after just one bad experience. Customer Journey Mapping: The Route to Better CX also states that customer journey mapping is the key to not only improving customer experience but determining where you need to train your employees and which metrics you need to track too. And with a third of customers admitted they wo

Charles Mitchell from Callcentre Helper investigates how call centre advisors can take control of customer contacts and provide outstanding customer service. Taking Ownership of Customer Contacts When an advisor takes ownership of a customer’s problem, they can begin to rebuild trust. Instead of being passed from pillar to post, a customer feels truly valued. It’s as if they have their own personal ambassador within the big business. In theory, the customer can sit back, smil

The use of digital channels for customer service is becoming more widespread and offers many advantages: time saving, alignment with customer habits, and access to the history of interactions. The telephone and 0800 numbers have been the predominant channel for customer service. They remain widely used by default when it is the only visible means of contacting the business. Once digital channels have been added to your mix, it is essential to promote them so that customers kn

As companies become increasingly data-driven, business intelligence or BI will be a key component of your tech stack. This is due to two primary reasons: first, there’s a rapid proliferation of new and emerging data sources, across social media, web apps, and connected devices or IoT. Second, greater data democratisation through smarter dashboards, simpler visualisations, and self-service BI makes the technology accessible for all, regardless of experience in data science. Re