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Category - Customer Experience

8
Jun

Outsourcing Telecoms – Free Business Case Development

Outsourcing the management of your mobile telephones and telecoms estate can deliver two benefits – improved service and cost savings. The management of mobile telephones and other telecommunications services has long been a major cost overhead for organisations.  Managing the ordering, cancelling and changing of these services uses expensive internal resources which could be making …

7
Feb

Delivering Customer Experience with Business Analytics

The traditional contact centre has long been one of the most measured departments of an organisation.  Hundreds of metrics have been tracked including: How many calls?  Average answer time? Abandon rate?  Some organisations have gone a step further and included some customer satisfaction measures such as post call surveys or emails surveys, sometimes this feedback …

7
Feb

Using Video to Improve Customer Experience

The use of video for communication between people is expanding at an incredible rate.  Applications such as Skype and Apple’s FaceTime are helping individuals to effectively keep in touch.  Social media apps such as Facebook, Twitter and Instagram and full of home-made video.  Snapchat is specifically designed to allow users to communicate with video clips. …

7
Feb

StableLogic advises European Customer Transport Company

StableLogic has been appointed by a European customer transport company to review their customer communication strategy and to develop a plan for the future.  The client provides long distant transport for consumers across 6 European countries.  Key challenges include the multiple communication channels used by the client’s customers and the need to operate in multiple …

31
Jan

Your Customer Engagement Strategy

Until recently, customer engagement simply comprised face to face, for example with a retailer, or a contact centre answering telephone calls and perhaps email.  The world has changed rapidly, customer expectations have increased and the speed of change rapid. Today, customer engagement covers many different communication channels such as voice, video, social media, email and …