CX Tag

Written by Eleanor Southern-Wilkins, Linguistic Specialist, in partnership with Zoey Planjer, Head of Customer Journey First published on cxm.co.uk Last year, the 90s masterpiece Friends, which has been running and rerunning on TV for the last two and a half decades, caused joy and uproar when it made...

In this episode of Mobile Interactions Now, ContactEngine CEO Dr Mark K Smith talks to tyntec's Jean Shin about how to bring about Twitter-esque experience of instant response to questions companies are asked by their customers. Listen to the full podcast here Jean: Mark, welcome to the show....

Take a moment to think about the most important thing you have to do today. On a weekday, the chances are it’s something to do with an impending work deadline; perhaps its conducting a job interview or performing your best at an important meeting. On...

Preposterous. Of course it is.  Average Handling Time (AHT) has been the standard for measuring your contact centre’s performance since the oh so genuine “your call is important to us” phrase was invented.  It is mathematically impossible to achieve a state where your agents spend...

How would you explain the Net Promoter Score’s limitations in an anecdote? Well, imagine if a friend or colleague catches you in a moment you’re not very proud of. They’re standing within earshot, when in an irritable fit, you’ve just snapped at your partner or been on...

I’ve always wondered: is it any surprise call centre employees aren’t motivated enough when popular culture often portrays their working lives as steeped in monotony? Like a dreadful Lowry painting of Mancunian mill workers, we see reams of books and films featuring actors as call...

In arguably the most famous courtship poem of all time, British poet Andrew Marvell dives into everything he would do for his coy mistress had they ‘world enough and time’. They would sit and pluck rubies by the Ganges and he would spend a hundred...

Call Centers play a vital role in customer satisfaction - so why do 75% of customers leave call center interactions frustrated? Our research explores why customers feel their needs are not being met. Get the white paper There has been an error, please review the form fields and...

I was in a meeting recently and one of the attendees dropped out at the last minute, not an interesting occurrence I admit, until someone asked what his job title was and the reply came ‘oh he’s in Customer Avoidance’! Now it would be unfair...

Delivering exceptional Customer Experience (CX) can differentiate a company from its competition, so it is of little surprise that commitment to CX is now at the heart of the strategies of most global brands, with 84% of companies aspiring to be CX leaders. However, CX...

Our company was created with the singular purposes of making customers happier. Clearly in order to make someone you don’t know happy you need to know what made them sad! For us sadness comes from poor customer experiences, you know the kind of thing, you've spent...