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.

February 5, 2020

Improving the Hold Time Experience in Your Contact Centre

While hold times are inevitable in some instances, if there is a consistent trend towards long hold times in your contact centre, you must take steps to alleviate the problem. This is an enormous point of frustration for customers and is entirely avoidable. Customers don’t understand what is going on behind the scenes of a contact centre, so their patience for wait times is very limited. Being kept on hold for a long period of time can turn a neutral or positive customer very quickly into an angry one, so shorter hold times should be a major priority for improving your contact centre.

January 30, 2020

CX-based Compensation Systems – Do They Work?

Many companies have adopted CX-based compensation systems as a means to encourage employees to improve CX based on metrics obtained through customer feedback. While these compensation schemes are popular, they often backfire, creating more harm than good. There are alternative methods to reward your employees for progress that should be considered before adopting a CX-based compensation system.

January 24, 2020

Don’t Exhaust Your Customers – How To Avoid the Perils of Survey Fatigue

To perform a robust and comprehensive survey of your customer base you need a high quantity of high-quality responses. If you are keen on improving your company's customer experience (CX) you are likely excited about getting as much customer feedback from your customers as possible. While your enthusiasm for your feedback surveys is great, your customers likely do not enjoy filling them out as much as you may enjoy sending them.

January 21, 2020

Why You Should Introduce NLP to Your CX Strategy

January 14, 2020

Five Steps to Improve Employee Experience

It is well established that employee experience and customer experience are inextricably linked, but all too often executives focus on CX to the detriment of EX. As an employer, it is your responsibility to equip your employees with a rewarding work environment to enable them to do the best job they can and engender positive experiences. Implementing some of the suggestions below can help you to offer your employees a supportive and productive environment and demonstrate that you are committed to their success and wellbeing.

January 6, 2020

VOC Integration 101

A successful Voice of the Customer programme requires integration with other systems for a holistic view of customer experience. The feedback obtained solely from customers along their journey, while compelling on its own, isn’t enough to drive strategic change across an organisation. Data from places such as your CRM, ERP and contact centre infrastructure should be considered required to derive actionable, comprehensive insights from your VOC solution.