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Showing 66 results for "Customer Service"
Is the quality of customer service really fading? In its annual study of customer experience trends, the UK Call Centre Management Association (CCMA) has found that 34% of people think customer service is worsening. Their report, Voice of the Contact Centre Consumer, was undertaken through online interviews with 2,000 consumers in March this year. Whilst […]
Where did the human in ‘human touch’ go? The path towards a truly customer-centric service with a genuine human touch can be a challenging one. This is especially the case if your company doesn’t have a comprehensive plan in place to embed Human Experience in every area of customer service.
How BPOs can support as energy industry awaits Ofgem consumer consultation outcomes – by Rob Sawle Overview On 1 June this year, Ofgem concluded its four-week consultation which set out proposals to further improve consumer standards in the retail energy industry. With confirmed decisions expected in the coming months, if not weeks, the consultation included […]
Customer service in telecoms: it’s all about better connections – by Rob Sawle Humanity has made huge leaps in what we can do with technology, but for some jobs, you still need a real person. For instance, when it comes to customer service, 75% of customers say they’d prefer to interact with a real person even as […]
Contact strategy manager – dialler strategy – a Q&A with Jason Taylor Here at Sigma Connected, we take pride in the fact that we are recognised as a business that does things differently. As part of that, we strive to make the process between customers and our contact centre agents as efficient and hassle-free as […]
National award win for Sigma Connected’s Jason Taylor In yet another proud moment for Sigma Connected, we are delighted to announce that Jason Taylor, our widely respected Head of Customer Contact, has been awarded the Contact Centre Support Manager of the Year title at this year’s UK National Contact Centre Awards. Held at Old Billingsgate […]
Why the human touch is a must for Buy Now Pay Later providers – by Colin McMahon and Scott Collin In just a matter of weeks, the Financial Conduct Authority (FCA) will be bringing the first phase of its new Consumer Duty into force – rules which will ensure that customers receive positive outcomes on […]
Why 24/7 customer service is important – by Jordan Shaw 24/7 customer service ensures your customers are receiving support and assistance around the clock, whenever they need it. In today’s constantly connected world, customer expectations are higher than ever, with the rise of technology and omnichannel support giving customers the ability to communicate with businesses […]
Complaints Management Overview Customer complaints are, unfortunately, something that every business faces from time to time. But complaints don’t have to be seen as a huge negative – if you have the right complaint management process in place, it can be a fantastic opportunity to refine your product or service, improve your customers’ experience, and […]