Category: Customer Experience

Experience Isn’t Enough – You’ll Need a Map Where You’re Going!

Author: Rebecca Brown There are lots of different styles when it comes to leadership. Lots of approaches, lots of management books and leadership guides. Volume upon volume of materials that you can digest online, on your kindle or even these days, in...

A Crash Course in Survival: What We Learned from Lockdown

The global pandemic has forced businesses to quickly implement new working practices and customer communication approaches. Although we’re all hoping to go back to normal as soon as possible, the old normal may not apply any more: Covid-19 is unlikely...

A Housing Firm Goes Above and Beyond for Customers During Lockdown

In light of the current situation we knew many of our customers would be extremely worried and it was decided that a simple phone call might be able to alleviate some of their concerns. Many colleagues within PA Housing volunteered...

Video Customer Support: A New Standard On The Horizon?

Video conferencing has been established as a new communication norm since the majority of the UK population began working from home. Whether it’s conducting work meetings or catching up with friends and family in the evenings and at weekends, major...

Brush up Then Join in: Self-presentation On Video Conferencing Might Affect Your Career

According to a new nationwide study commissioned by Eskenzi PR and carried out by Onepoll, 40 percent of respondents say they have judged their co-workers based on what their house looks like during video conferencing. Thankfully, 28 percent of those admitting...

The Future Accelerated: Five Post-COVID-19 Predictions

Recently I have found myself comparing COVID-19 to 410AD, but not because it was the prelude to a new Dark Age, but rather the reverse, that we have been sleepwalking for decades into an apocalyptic future, with no regard for...

Genesys Chat Helps Deliver 100,000th Meal to NHS Key Workers

Genesys, the global leader in cloud customer experience and contact centre solutions helped Food4Heroes, a not-for-profit organisation deliver 100,000 meals in over a month by providing the organisation with Genesys Cloud webchat. Food4Heroes works with local catering companies to provide nutritious...

Free Webinar: Turn Your Contact Centre Recession-Proof With Freshworks

The current situation has made it clear that businesses need to adapt and prepare for the contact centres of the future. Whether this crisis leads to an economic downturn or not, you need to start preparing your contact centre for the...

Shifting Company Culture Towards the Customer

We’re all familiar with the phrase ‘actions speak louder than words’ but for customers and businesses alike this statement has never been so true or so important. Mission statements are quite rightly populated with encouragement: “We put the customer at...

Automation To The Rescue: Optimise Your CX and Remote Workforce

The COVID-19 pandemic has demonstrated that many companies had not implemented an adequate business continuity strategy, resulting in a frantic rush to roll out technology that enables staff to work from home. However, business continuity planning spans much wider than...