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Showing 107 results for "Customer Service"
The future of contact centres: integrating people & technology – by Gary Gilburd
The future of contact centres: integrating people & technology The use of AI is now commonplace in most contact centres, allowing businesses to automate call routing, provide self-service chatbots to handle simple queries, and even offer real-time guidance to agents during calls. AI’s success is so widespread, that in 5 years, it’s predicted that half […]
How to build an ethical approach to AI in CX – by Peter Hopgood-Gravett
How to build an ethical approach to AI in CX It’s no secret that AI is busy transforming our lives almost everywhere we look, and that’s no different in the world of customer service. But how do customers like you and I really feel about the use of AI when interacting with brands? We’ve conducted […]
Complaints: Turning fear into fuel – by Richard Ferris
Complaints: Turning fear into fuel Few words spark more unease in financial services than ‘complaint’. It carries the weight of regulatory pressure, reputational risk, and expensive remediation. But complaints don’t have to be a trigger for anxiety – reframed as intelligence, they can strengthen compliance efficiency, reduce operational costs, and improve customer outcomes. Complaints can […]
Complaint resolution is the new loyalty battleground – by Richard Ferris
Complaint resolution is the new loyalty battleground Loyalty in financial services is no longer just about perks like better rates, bonus points, or exclusive offers. Increasingly, it’s shaped by how firms respond when something goes wrong. Customers are paying closer attention to the resolution experience, and regulators are taking note too – the FCA’s Consumer […]
What if complaints were your biggest CX advantage? – by Richard Ferris
What if complaints were your biggest CX advantage? Every complaint carries insight. While resolving them takes time and resources, understanding them can help you lower regulatory costs and strengthen your financial services customer experience strategy. Complaints as a perceived cost centre Complaints are often seen as a cost centre, consuming time, increasing resolution costs, and […]
A Q&A with Emily Cartwright, Head of Career Development
A Q&A with Emily Cartwright, Head of Career Development We sat down with Emily Cartwright, Head of Career Development at Sigma Connected to discuss the Bee-yond leadership programme. From its inception and development to its impact and what it means for clients partnering with Sigma Connected, Emily talks passionately about the 400+ leaders her team […]
Bee-yond expectations – by Yasmin Neal
Bee-yond expectations How our leadership initiative is transforming campaign delivery At Sigma Connected, our people are our core focus. It’s not just a mission statement; it’s the driving force behind every strategic decision we make. This includes our latest leadership development initiative: Bee-yond. Launched in February 2025 as part of our wider HIVE career development […]
Measuring success: What are the best KPIs for collections?
In collections, it’s easy to assume that payment is the most important marker for success. However, at Sigma Connected, we tend to think a little more long-term than that. Although there are endless contact centre KPIs that businesses can use to audit collections, we believe that the most important are those that indicate the quality […]
Human in the loop: why AI still needs a human touch
Human in the loop: why AI still needs a human touch AI is everywhere and it’s doing some good stuff. From chatbots and recommendation engines to fraud detection and self-driving cars, machine learning is reshaping how organisations operate. But anyone who’s interacted with an AI-only system knows its limits – the chatbot that crumbles when […]
The human touch in customer experience | Ryan Strategic Advisory x Sigma Connected
The human touch in customer experience | Ryan Strategic Advisory x Sigma Connected In an era where AI and automation dominate the conversation, are we at risk of losing the human touch in customer experience? Peter Ryan from Ryan Strategic Advisory explores why empathy and human connection remain vital, even as technology reshapes the contact […]