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Showing 107 results for "Customer Service"
How to turn customer complaints into opportunities
How to turn customer complaints into opportunities It’s common for companies to deal with customer complaints from time to time – it’s simply part of running a business. But while every company shares this experience, what differs drastically is how these complaints are handled – and it’s safe to say some do it much better […]
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 […]
The importance of transparency in debt collections
The importance of transparency in debt collections An effective collections process is a key pillar of a financially healthy business, improving cash flow and allowing for continual growth. However, it can also be a complex process, with not only money at play, but emotions, too. That’s why a successful collections strategy should always keep empathetic, […]
Customer service in the age of instant gratification – meeting expectations in real-time
Customer service in the age of instant gratification – meeting expectations in real-time Customer expectations have changed, with the demand for instant deliveries, instant communication and instant replies continuing to grow. But not every business and customer service team can keep up with this demand, and even the ones that can, could be at risk […]
What is customer retention and why is it important?
What is customer retention and why is it important? Customer retention goes beyond just keeping customers around. It’s about building a long-lasting relationship that turns them into loyal advocates. It’s about making sure that the people who already believe in your brand choose you again and again, all while fostering a deeper connection with them. […]
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 […]
Why contact centre agents are the true heroes of your brand – by Mike Harfield
Why contact centre agents are the true heroes of your brand We all know how important great customer experiences are. So why don’t we value more the people who deliver them, day in day out? In a business, contact centre agents often get the short end of the stick. They’re seen as the bottom rung […]