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Showing 107 results for "Customer Service"
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 […]
Why is the human touch so important to customer service?
Why is the human touch so important to customer service? Download Now At Sigma Connected, we believe in the power of the human touch when it comes to customer service. While technology has its place, we know that 75% of customers still prefer speaking to a real person. That’s why we prioritize a more human […]
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? […]
The ICS UK Customer Satisfaction Index – underlining the importance of the human connection – by Ben Jones
The ICS UK Customer Satisfaction Index – underlining the importance of the human connection As is now customary, we start the year with the Institute of Customer Service (ICS) launching its latest Customer Satisfaction Index – the independent body’s annual deep-dive into the state of customer satisfaction across the UK. For a variety of industries, […]
Why having happy staff leads to better customer outcomes – by Rich Furlong
Why having happy staff leads to better customer outcomes Over several years there have been countless studies and surveys which discuss the link between how the actions of happy staff lead to happy customers. Those studies often point specifically at the role staff contentment plays, and how getting that balance right truly can drive motivation, […]
Is the quality of customer service really fading? – by Ben Jones
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 […]
The importance of building a human connection with customers?
The importance of building a human connection with customers? Download Now The state of customer experience today To thrive, every company must become an empathetic, human-centred organisation. Data, strategy, product or talent, will all have little impact if businesses, at their core, are not led and driven by empathy and customer centricity. To create sustainable […]