Customer loyalty for banks means big business. How banks handle their customer service journeys plays a big part in driving that loyalty. Our CX Research team recently interviewed more than…
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Quantifying call resolutions is a huge advantage for Contact Centers. Our Asia Pacific CEO, Ian Aitchison, recently had an article published in Customer Think discussing this topic and how call…
Social Distancing, Shutdowns and the Impact of COVID-19 on Our Industry. Contact workathome@copc.com for support in setting up your Work-At-Home operations. Introduction The COVID-19 crisis is impacting the contact centre…
The never-ending quest for customer resolution and satisfaction is an issue that affects every industry. It is more prevalent for industries where there is a high touch-rate for customer interactions….
In the quest for faster, easier and more cost-effective service journeys, we are seeing many organisations across a wide range of industries turning to online solutions or self-service, technology-assisted interactions…
It is often said, the simple things in life are often the best. The reason that statement has held true for a long period of time is simply because the…
For several years now, the use and importance of non-voice support channels has continued to grow. Channels like chat, social media and SMS/text are accelerating their move to the forefront….
This article was originally published in the October issue of APAC CIO Outlook. For many businesses, setting up a call centre is a big decision. While many know what they want...
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I once listened to a Disney executive presenting at a conference about the importance of customer experience. He told the audience a story about how a little kid had left...
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