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How do your digital and voice strategies stack up against your peers?
How do your digital and voice strategies stack up against your peers? Download Now Are voice and digital channels competing or complementary? It’s a hotly debated subject that Arum and Sigma Connected have been looking into. Choosing the right channel for engaging with customers is key to delivering the best customer experience. But how do […]
How outsourcing can help your business in the cost-of-living crisis
How outsourcing can help your business in the cost-of-living crisis Download Now Across the UK, almost all households are feeling the effects of the cost-of-living crisis. According to the Office for National Statistics (ONS), 9 in 10 adults reported their cost of living had increased compared with a year ago and the published rate of […]
Is the UK skills shortage impacting your customers’ experience?
Is the UK skills shortage impacting your customers’ experience? Download Now Overview Employers and employees are facing a plethora of problems in the modern job market. From an employee perspective, many people in the UK are dealing with rising costs at home due to soaring inflation. This stress is compounded by burnout at work, causing […]
Why Cape Town is the ideal offshore customer service location
Why Cape Town is the ideal offshore customer service location Download Now An introduction to offshoring The world seems much smaller these days, thanks to the internet and remote working technologies. Covid-19 normalised working from home, from pretty much anywhere, and now we don’t so much as bat an eyelid at (virtually) working with people […]
Retail in the digital age
How to deliver customer service in the digital age of retail Download Now Competition has steadily been heating up in the retail sector for some time. Customer preference toward online shopping is expected to continue as total worldwide sales are forecast to surpass $30 trillion (USD) by 2025. At the same time, retailers are also […]
How do your digital & voice collections strategies stack up against your peers?
How do your digital & voice collections strategies stack up against your peers? Choosing the right channel for engaging with customers is key to delivering the best customer experience. But how do you decide? When is it is right to automate the customer contact on a digital channel and when should the human touch remain […]
How to deliver exceptional customer service
From ‘good’ to ‘great’: How to start delivering exceptional customer service The energy sector is currently facing existential challenges. Though wholesale gas prices have gone up, price caps are forcing suppliers to sell at a loss. Consumers are also increasingly worried as new inflation highs mean they’re still struggling to make ends meet despite government […]
What role should brands play to support customers in challenging times?
What role should brands play to support customers in challenging times? Download Now How likely is it that a consumer will cut a company loose because of a terrible experience? Today, most business leaders would agree that it’s highly likely. In an ever-sophisticated digital world where consumers voice their customer experience horror stories on just […]
What is a self-managed team and how does it work
What is a self-managed team and how does it work Although the traditional, hierarchical team structure has been a workplace staple for decades, it may no longer be the most efficient way for some businesses to work. With customer experience (CX) and employee retention being more important than ever before, business leaders must think of […]
Where’s the human element gone in customer service?
What is the human element in customer service and where has it gone? We’ve been relying on technology to make customer service more frictionless over the last few decades and, in many ways, that has been achieved. However, as customer service evolves, so do customers’ expectations. Increasingly hard-to-meet expectations are bad news for businesses because, […]