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Customer experience + Contact Centre Services

Voice of the Customer

Hearing voices? It’s time to make business sense of voice of the customer. Analysts are predicting that Voice of the Customer (VOC) – and the analytics technologies that support it – will be at the top of the business pile when it comes to strategic investment over the next five years. Voice of the Customer […]

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Omni-Channel Simplified

Omni-Channel Simplified: Three Easy Steps to Success There is a simple concept at the heart of omni-channel thinking: to understand what customers want to do, and make it easy for them to do it, irrespective of channel or device. The motivation to do so is clear, since there is substantial evidence that, when served in […]

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Omni-Channel in Retail

Omni-Channel in Retail: Serving Customers in an Omni-Channel Future Retail growth is back. According to the Office of National Statistics, UK sales are up 6.9%, the highest annual growth since May 2004. So, it would appear that good times have returned and it’s time to focus on sales, sales and sales! Perhaps not. New research indicates that […]

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