Blog

Check out our most recent CX Index Insights about Contact Centres, Integrations and Customer Experience. Here you can learn about the key to CX success for any organisation.

November 4, 2020

How To Recognise the Value of Contact Centre Agents in COVID-19

For many businesses, contact centre agents have been essential workers throughout the pandemic, and deserve recognition for their hard work. Here, we discuss how to show them extra appreciation and lessen the burden of their ever difficult jobs.

October 22, 2020

3 Ways to Introduce Gamification to Your CX Strategy

Games aren’t just for kids, so applying gamification principles to your CX strategy can be a really enjoyable way to increase engagement and satisfaction for customers and employees alike.

October 16, 2020

First Call Resolution: 5 Best Practices

First Call Resolution (FCR), also known as First Contact Resolution, is a fundamental measurement of contact centre success.

October 9, 2020

Using Sentiment Analysis to Improve CX

Your customers are always talking to you, but how well are you listening to how they are feeling? This is where sentiment analysis can come in to make a massive difference in how you interpret and understand customer feedback.

October 2, 2020

Design for a Winning VoC Programme

In this blog, we discuss important opportunities where design can impact the way you engage your customers for feedback, for better or worse.

September 24, 2020

The Key to Great CX? Balancing Delight and Ease

Who says delight and ease must be mutually exclusive? The key to great CX success is to create a balancing act between the two, offering effortless experiences to your customers whilst managing to delight them.