Building rapport with customers is essential in today’s world.
Perhaps now more than ever, we want to build relationships with the brands we’re buying from. Analytical group McKinsey has stated that companies leading with empathy and understanding will be the ones most likely to survive following the 2020 pandemic.
The customer journey is easily one of the most important, yet most misunderstood, parts of doing business. One of the reasons for this is that the needs of customers can change. Additionally, not all customers are alike.
Helen Billingham at Enghouse Interactive explores how to successfully scale the peaks of customer service demand.
Many sectors are much busier at particular times in the year. While Christmas is the biggest peak for industries such as retail, every organisation faces surges in demand that they need to meet.
Lorraine Kelleher at Spearline explains how research highlights the continued importance of phone calls to ensure an optimal customer experience. However, many organizations are blind to the issues impacting their external network.
