Top 10 Contact Centre KPIs
Between QA, feedback and insight that can be inferred from things such as call duration and other meta-data, there is a large amount of measurement and...
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Learn about all things customer experience from our team of experts. From the latest CX trends to tips and advice to improve your voice of the customer programme and performance.
The Importance of Quality and Quantity in Online Reviews
Whether it’s on a social media site, a review platform or a simple product page review, the quantity and quality of online reviews have been proven to...
Read MoreEmpowering Employees to Do More is the Key to CX Excellence
Sometimes it’s useful to step back and look at anecdotal evidence of what companies do to differentiate at CX. The companies below put CX at the heart of...
Read MoreThe Value of Customer Loyalty & Retention
Oftentimes a lot of effort can be placed into gaining new customers, but the real value is in retaining your existing customers and increasing their lifetime...
Read MoreCommon CX Benchmarking Mistakes to Avoid
To obtain great customer experience and benchmark the right way, avoid these four common mistakes to ensure the effort you put in is...
Read MoreHow To Bring Personalisation to the Customer Journey
Personalisation is an important tool to drive customer loyalty and improve the overall customer experience. While it is of particular necessity to retail and...
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