What do customers want when they contact your business?  They want their problems solved. They don’t want to wait. And they definitely don’t want to have to contact you again any time soon. But while first contact resolution (FCR) may seem like a basic fundamental, many companies are still failing to deliver, as our new…

For years, we’ve heard the phone is going the way of the rotary dial. Yet despite the meteoric rise of digital, customers still crave a human voice for support. Why? Because customers value effectiveness over efficiency. And recent research reveals the voice channel remains the gold standard for problem-solving. In a sea of robotic chatbots…

You’ll be in good company

It’s no secret that the last 18 months have been extremely challenging for consumers. The cost-of-living crisis, post-pandemic recovery and soaring energy bills have all contributed to customers being more vulnerable and reliant on customer service. In response, Ofgem has completed a full review, engaging with businesses, consumers and energy suppliers alike to understand more…

You’ll be in good company

The UK call center market is expanding rapidly and brought in roughly £2.5bn in revenue in 2022. Starting a call center can be extremely lucrative and there are plenty of opportunities to increase profitability and expand. That said, customer expectations have never been higher and there is fierce competition in the customer service sector. One…

First contact resolution has long been the holy grail of customer service. Resolve that initial call completely and the case is closed, right?  Not so fast. In today’s omnichannel environment, the customer journey doesn’t end when that first call does.  Recent research by ContactBabel reveals first contact resolution ranks highly among priorities for UK and…

As we plough forward with global digitalisation and see weekly, mind-blowing strides in AI, one thing remains critical as far as the Customer Experience goes…Customers want a humanised experience.

Ah, I remember my first foray with Treating Customers Fairly (TCF) back in 2012 when working for a Housing Association, but it wasn’t until 2014 that I really got up close and personal with the Financial Conduct Authority (FCA). I was acting as the Deputy CEO of a newly founded Debt Advice Charity and my first job on the to-do list…get the charity FCA authorisation

The world of call centres is constantly evolving, and the call centre of the near future is poised to look vastly different from its predecessors. From relying solely on phone calls to utilising multiple communication channels, the evolution of technology has transformed the way businesses interact with their customers – and as these changes occur,…