This week in CX: the 4 day week results; plus news from Vodafone & Zendesk
Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at the results of the 4 day work week trial programme, Vodafone’s innovative new lab, Gen Z and social media’s impact on hospitality, and latest comment about the state of Twitter. Key news Zendesk have recently announced their integration of…
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Books for your solstice
In the Northern Hemisphere, it gets dark in December. And worldwide, people buy gifts for whatever holidays they celebrate, and a lot of them are around the corner. For both reasons, books! The Carbon Almanac was an Amazon Editor’s choice, a Do Lectures top 100 choice, a bestseller in every country it has been released […]
How to Buy Contact Center Software: A Guide
Call center managers know that choosing effective software is key to success.
The post How to Buy Contact Center Software: A Guide first appeared on Fonolo.
All the marbles (and quick money)
The problem with winning all the marbles is that the game is then over. And owning all the marbles is not really worth the effort if it means no one else has a chance going forward. And quick money? It pales in comparison with money earned over time for a job well done.
Customer calls are the moments that matter
The global call intelligence and speech analytics platform, Infinity, conducted a survey into customer call experiences. Out of 2000 UK consumers surveyed, nearly half (46%) have been disappointed with brand calls over the last 6 months. What’s the impact of negative brand calls? Called the ‘Moments that Matter’ survey, Infinity investigated whether brands are getting…
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My pickup truck is faster than your Ferrari
Culture shifts. But it’s held in place by norms, and those are driven by status and affiliation. No one actually needs a car that can accelerate one second faster than most other cars. But having one confers status in some circles. But what happens when a new generation of technology makes that previously fast car […]
A Guide to Improving Call Center Operations
New call center managers have a lot to wrap their minds around.
The post A Guide to Improving Call Center Operations first appeared on Fonolo.
Don’t rush
Hurry, sure. We need to hurry. Hurry puts it up on our priority list. Hurry gives us urgency and focus. But rushing is something that leads to errors and then apologies. “I’m sorry, I rushed it,” is not something we want to hear. But hurry.
Could this year’s be the busiest Black Friday ever?
The cost of living crisis is hitting the UK hard. 77% of the population have reported that they are worried about rising costs. With Black Friday on the horizon, retailers have already spent weeks calculating the best deals they can offer. This is also whilst signing off marketing collateral to tempt customers to shop. But will…
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Solving the CX challenges keeping decision makers up at night
Amid rising living costs, economic uncertainty and global recession, customer service has become the key differentiator for success. To gain vital margins, more brands are placing a greater focus on improving the customer experience (CX). This can increase profitability by up to 2% and shareholder return by up to 10%. The economic climate is forcing business leaders to make…
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