With the contact centre space providing a significant, growing opportunity for customer experience, it is these touch points that provide a powerful tool to transform the success of a brand in today’s digital world where customers expect responses 24x7x365. For this reason, we’ve gathered experts in the field from an array of world-class organisations who have already successfully transformed engagement, and they’re excited to help you do the same.
Contact centres are at a tipping point. Rapid advances in customer and employee facing technology have created a digital world in which contact centres have to adapt and change if they are to successfully deliver a consistent and joined-up customer experience across the customer journey.
Metro Bank has taken top spot in an official survey of customers’ satisfaction with their banks, with the Royal Bank of Scotland ranked bottom. Despite Metro’s share price having been hit, in part, by errors in the way it accounted for some of its lending, the bank overtook First Direct to go top. Some 83% […]
The UK lags behind international markets including Germany, Singapore and UAE in making it easy for customers to interact with large organisations. Nearly three-quarters (73%) of UK consumers have expressed frustration at how difficult it is, when interacting with an organisation, to switch from one means of communication to another without having to start the […]
A system making a recipient’s name as important as the bank account number and sort code when payments are made could be delayed by up to 18 months. The Confirmation of Payee system means anyone making a payment will be alerted if the name does not match the account. It is designed to prevent millions […]
New research out today reveals first time parents are dissatisfied with travel brands, with 72% reporting feeling unhappy with comms from the sector. The research, conducted by advertising agency d.fferent, surveyed consumers in five key life stages about their opinions of travel brands. The results uncovered the comms desired by students, home movers, new parents, […]
New research by retail technology expert Conversity has revealed that just under half (43 per cent) of shoppers researching complex purchases such as mobile phones, laptops or broadband packages make a buying decision within five days. In this time, 67 per cent of shoppers will visit at least two online sites, with 57 per cent […]
Consumers’ access to cash as an alternative to digital payments should be protected by a dedicated regulator, two influential organisations say. Consumer group Which? and the Federation of Small Businesses say ATM and bank branch closures risk leaving people struggling to pay in shops. Hundreds more cash machines have closed in recent months, with a […]
The UK’s largest current account provider has reported problems with its online banking service. Lloyds Banking Group said some customers with Lloyds’ accounts faced “intermittent issues” when trying to log onto the online system. It has apologised and says it is trying to resolve the problem urgently. App services are working normally. The bank has […]
Energy supplier E.On has become the first major company to announce price rises in response to a new cap set by the regulator for the start of April. On Thursday, Ofgem said it would allow suppliers to charge more to those on default tariffs owing to a rise in wholesale costs. Now E.On has confirmed […]
“Big six” energy giant SSE has seen a sharp drop in customer numbers and has cut its full-year earnings forecast. It said it had lost 160,000 customers in the final three months of last year, leaving it with 5.88 million accounts. SSE also cut its profit forecast for this year after a European court ruled […]
In their yearly financial results, the Reds made an annual pre-tax profit of £125m – up from £40m – as turnover increased in the 12 months to May 2018 by £90m to £455m, also a record. Liverpool were boosted financially by a run to the Champions League final last season, which earned an estimated £72m. […]
