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Showing 60 results for "Customer Experience"
A guide to the benefits of outsourcing in 2025 – by Ben Jones
A guide to the benefits of outsourcing in 2025 Outsourcing is one of those terms that’s bandied about a lot in the business world, but what does it really mean? For companies looking to optimise operations, improve efficiency, or tap into specific expertise, outsourcing can be an excellent solution. In this guide, I dive into […]
Does your debt collection strategy really connect with customers?
Does your debt collection strategy really connect with customers? Lots of businesses are fully embracing new technology in their collections communications, but overlooking other channels. However, contact preferences can vary massively due to age, accessibility issues, or situational differences specific to the debt – so is this really what customers want? Find out why an […]
How to measure customer service success
How to measure customer service success Effective customer service is at the core of every business. It’s how you attract and retain customers, spot areas for improvement, and ultimately gain a competitive advantage. According to HubSpot, 93% of customers are likely to make repeat purchases with a company if they’ve received great customer service – […]
Introducing our chief strategy officer… Peter Doveren
Introducing our chief strategy officer… Peter Doveren Our latest Sigma Connected Q&A is with group chief strategy officer and executive member, Peter Doveren. Dutch-born Peter, who has held a variety of senior positions throughout his career, including at Vodafone and Capita, joined Sigma Connected in October 2022, leading on strategy and the next stage of […]
Social media customer service guide 2025
Social media customer service guide 2025 Did you know that 74% of online adults say they feel more connected with a business when they can message the business directly on social media? In addition, over the last few years increasing numbers of customers have been using public platforms, such as social media, to make complaints. […]
Preparing for the unexpected – the importance of customer service in crisis management
Preparing for the unexpected – the importance of customer service in crisis management Even small, unexpected changes in your organisation can significantly impact your customer base. A tech failure or disruption could derail a customer’s day, and changes like sudden price increases might seriously affect their daily lives. In unexpected situations like these, having a […]
What’s the true cost of customer service?
What’s the true cost of customer service? In-house vs outsourced vs offshore – which delivers the most value in terms of quality AND savings? Here we break it down to the average cost per customer service agent in each scenario. “These days, onshoring may not deliver the obvious cost savings of the past, but delivers […]
A homage to contact centre agents: the unsung heroes of your brand
A homage to contact centre agents: the unsung heroes of your brand When we think about the hierarchy in a business, contact centre agents often get the short end of the stick. They’re seen as the bottom rung, the entry-level folks – it’s the job you do before you get a ‘real job’. But that […]
Preparing for the unexpected: strategies for maintaining trust and reputation through customer service and crisis management
Preparing for the unexpected: strategies for maintaining trust and reputation through customer service and crisis management When something goes wrong in a business, it can leave your consumers panicking, your customer service operators stressed, and put your reputation at stake. So, while we all know that life can be unpredictable, organisations should always be prepared […]
Help your customers: 5 ways to deal with debt
Help your customers: 5 ways to deal with debt In this article we look at how the financial climate is creating an increasing “buy now, pay later” culture. With costs continuing to increase in all areas of their lives, people could become stuck in a debt cycle. How do they choose what bills to pay? […]