Blog Posts

Top challenges of working in a contact centre

This is a guest post by Swati Kungwani, who is the business analyst and content manager for iTouchVision. Supporting the ‘Support’ Staff Deliver Better Experiences! The customer service industry has always been a hot potato. With newer technologies and changing trends, there is a huge pressure on the customer service agents to be on their toes. Talking about customer service, contact centre holds a primary position. The contact centre agents are the frontline employees dealing with the customers. They are the

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Customer engagement, AI and GDPR Article 22 – Interview with Jeff Nicholson of Pega

GDPR

Today’s interview is with Jeff Nicholson, Vice President, CRM Product Marketing at Pegasystems, a leading provider of software for customer engagement and operational excellence. I spoke to Jeff at Pegaworld, Pegasystems’ customer event in Las Vegas in early June, where we talked about GDPR, what it means, its impact and reach and what firms should be doing and keeping in mind in this new GDPR era. This is the third of three interviews that I conducted at Pegaworld. This interview

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Moyez’s chair and what we can learn from his story about improving client and patient experience

Chair

I was lucky enough recently to spend time chatting to Bernadette Jiwa about her new book: Story Driven. The premise of the book is that every great business or great career has a backstory, a journey to now, which both compels and helps them to deliver the work that they do. Now, the book is packed full of stories. But, there was one that stood out for me and is particularly relevant when it comes to improving service and experience.

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The finish is just as important as the start of any experience – Interview with Pauline Wilson of Virgin Holidays

barbados

Today’s interview is with Pauline Wilson, who is VP of Operations at Virgin Holidays. Pauline joins me today to talk about going undercover, better understanding their customers, their customer journey mapping initiative and the improvements that have sprung from that. This interview follows on from my recent interview – Relevance, personalization and what many firms are missing when it comes to GDPR – Interview with Rob Walker of Pega – and is number 271 in the series of interviews with

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Tips on using your customer’s voice to create content that converts

This is a guest post by Brooklin Nash who writes about the latest tools and small business trends for TrustRadius. Versed in online platforms and social media, customers are getting savvier and more resourceful. They are looking for authenticity in vendors and versatility in their products. Direct mail and PPC still have a place in online marketing, but vendors will have to get to know their customers in order to stay on top of the content marketing game. Why is

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Relevance, personalization and what many firms are missing when it comes to GDPR – Interview with Rob Walker of Pega

infinity

Today’s interview is with Dr. Rob Walker, Vice President, Decision Management and Analytics at Pegasystems, a leading provider of software for customer engagement and operational excellence. I spoke to Rob at Pegaworld, Pegasystems’ customer event in Las Vegas in early June, where we talked about customer relevance, personalisation, artificial intelligence, GDPR and what firms should be focusing on in this era of constant change. This is the second of three interviews that I conducted at Pegaworld (like last year) so

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How the emerging workforce ecosystem will impact customer experience

Network

Back in April, I talked to Anthony Abbatiello, principal at Deloitte Consulting LLP, about Deloitte’s 2018 Global Human Capital Trends Report, some of the workplace trends that have emerged from their research and what they mean for leaders and entrepreneurs looking to build a business intent on delivering a great customer and employee experience. Now, whilst the report highlighted ten different trends, one of the most interesting ones was the emergence of the trend called The workforce ecosystem: Managing beyond

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Getting help is often fraught with friction. It shouldn’t be – Interview with Tom Martin of Glance Networks

Today’s interview is with Tom Martin, CEO of Glance Networks, an enterprise software company that provides a “visual engagement platform” for their clients that combines co-browse, agent video and screen share into a tool for contact centre and customer support agents that helps them interact with their customers. Tom joins me today to talk about the challenge of providing tech support to your parents over the phone, how their technology works, use cases and why they chose to ask Forrester

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Greatness lies in the edges of customer experience

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It’s becoming an increasingly familiar occurrence these days for businesses, like healthcare practitioners, utility and telecoms providers, that rely on appointments with ‘customers’ for them to send out reminders, either via text message, email or by phone call, in the run up to the appointment. There is sound logic in taking this approach as not only does it provide a perceived better level of ‘service’, there is a rule of thumb in these industries that around 10% of all appointments

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