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Tag - CX

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 …