Creating exceptional experiences for customers requires having engaged employees who are enthusiastic about their workplace and their role within the organisation. According to a recent Gallup study however, employees are …
Customer journey maps are an important first step in understanding the experiences of customers. From initial contact to final purchase it highlights the key interactions the customer has with the …
The ability to offer customers the ability to communicate with a brand via a variety of channels has been the Holy Grail for the contact centre industry for quite some …
By Mark Atterby. Everyone is talking about digital disruption. But how much are traditional companies doing about it? And what will be its full impact? We’ve seen the rise of …