Vulnerable customer care is a growing field of specialisation. It is a topic that should be introduced at the onboarding stage of new agents into the contact centre. The...
Market trends & analysis
Stephen Yap Research Director at the Call Centre Management Association (CCMA) chats about their new research on supporting vulnerable customers from within the contact centre.
Customer experience is no longer the exclusive responsibility of contact centres. It is expanding, spreading and becoming a company-wide priority. This is where CXaaS — Customer Experience as a...
The net promoter score (NPS) is relevant because it has a specific purpose. While it should be paid attention to, it is a guide to CX strategies rather than...