TalkTalk’s Post

Customer service charter: Setting standards for exceptional service By Victor Songa Musiwa, CCXP, XMP, MSc Customer service charters have unfortunately become cliché in some organizations, often existing in theory more than in practice. They frequently fail to be operationalized, rendering them an unreliable means of shaping customer expectations. However, as companies increasingly seek to differentiate themselves and cultivate customer loyalty, the concept of a customer service charter has emerged as a fundamental tool for achieving success. https://lnkd.in/dfJEJTCX #namibia #customerservice #customerservicecharter

One More Week Until the Webinar! Join us next week for our highly anticipated webinar, "Unlocking the Future of Customer Experience," hosted by CCNNZ in partnership with Spark NZ. 🎙️ Special Guests: Ian Aitchison, CEO of COPC APAC Alex Boland, Director of ANZ Operations at COPC What We'll Cover: ► Unveiling New Strategies: Insights from extensive industry research for operational excellence and top-notch customer service. ► Tackling Operational Challenges: Proven solutions for common contact centre hurdles. ► Leveraging Data for Success: How to turn complex data into effective strategies that enhance customer satisfaction and operational efficiency. 🔗 Registration link in the comments 👇 📅 Date: Tuesday, 28 May 🕒 Time: 1pm #CX #CustomerExperience #ContactCentre

Looking forward to @CCNNZ's webinar on the future of customer experience next week! @Ian Aitchison and @Alex Boland from COPC will be offering valuable insights on leveraging data and tackling operational challenges. Make sure to register and join us for this impactful session! #CustomerExperience #CXStrategy #Webinar

In mid-2023, Transport for Wales (TFW) engaged FourNet and Connecting Wales to support their transformative journey to address a number of technical challenges that had been hindering their customer service development and to offer the right building blocks for their customer contact strategy. TFW sought to establish a reliable, feature-rich and future-proof platform, with easily accessible functionality that could help enhance customer experience (CX), improve customer satisfaction, increase operational efficiency, and provide visibility into performance metrics and measurable KPIs. After a deep exploration of the leading products in this space, TFW found that the services available through Connecting Wales were the best match to achieve their ambitions around delivering excellence for customers. Additionally, the Connecting Wales framework made the procurement of the platform simple. The project was awarded in early October and commenced shortly afterwards. After a productive and smooth project engagement, we saw the successful Phase 1 go live in the TFW Pontypridd and Penrhyndeudraeth customer service centres earlier this month. Working closely with TFW’s superb project team, FourNet was on hand at each of the TFW offices to support a smooth transition and migration to the new services. Utilising the NICE CXone Essentials Suite, TFW's agents can now efficiently manage voice, email and chat channels within a single desktop view. Social media channels for X (formerly Twitter), Facebook and later WhatsApp are due to be enabled soon, providing the TFW customer service team simple and consistent access to customer queries, whichever media customers choose. Another phase of this project includes Workforce Management for peak volume prediction, further ensuring TFW's commitment to providing exceptional customer service and satisfaction. From the very first engagement, it’s been an absolute pleasure to work closely with the TFW team, and we can’t wait to see the results of this collaborative effort for a resilient and future-ready customer service experience. #CustomerServiceTransformation #ConnectingWales #FourNetInAction

Great Customer Experience with Paul Fowley at ACS! Curious about exceptional customer service? Watch our latest video featuring Paul Fowley, where he shares insights and stories about delivering top-notch IT solutions. Get ready for a firsthand look at the ACS commitment to excellence! 👉 Watch Now #CustomerExperience #ACSSolutions #blackfridaydeals #blackfriday #blackfriday2023 #dublinireland #malahide #smallbusiness

The DACH Customer Excellence Awards & DACH Customer Excellence Summit 2023 have commenced their Finals. Congratulations to all Finalists and their great work. Our judges have started their scoring of the written entries. Congratulations, Riverty Services GmbH, for reaching the Finals and submitting your interesting entry for Finance. Here a short summary of this amazing submission about the Customer Satisfaction Development Plan: What began in 2018 with initial solution developments has developed into one of the most important growth pillars for Riverty. An important driver of product development was the desire of a large merchant and many consumers in Europe to be able to use a payment option that, from both the merchant's and the buyer's perspective, consolidates all orders for a month, makes them due in full and is therefore similar to a classic payment option Credit card works, but no one is. A payment option that allows every customer to shop and pay the following month, regardless of whether they have their own credit card.   The principle of monthly invoices is simple - all purchases within a month are collected and shown in real time on a monthly invoice. Open invoice amounts can therefore be viewed easily and at any time via the user account.   Therefore, in line with our corporate vision, we optimized our Monthly Invoice product for a large retail customer to meet the needs of our consumers.   Want to see this presentation and would you like to join us at the DACH Customer Excellence Summit 2023? We will be happy to advise you on how to part... www.dach-cxs.com or simply marcus@dach-cxa.com #customerexperience #experience #management #businessdevelopment #cx #cxstrategy #cxtransformation #cxleaders #customerservice #cxinsights #dachcxa #dachcxs #cxpa #cxsummit #cxmanagement #cxpa #ccxp #finance #financeplan

The 2024 COMPLY UK Virtual Customer Summit kicks off today! Chief Customer Officer Bill Mahoney set the stage, welcoming industry experts and customers to our inaugural event. Stay tuned for updates and insight on how to tackle regulatory shifts and market fluctuations and #COMPLYwithConfidence. #COMPLYUKVirtualCustomerSummit #FCAregulations

We are excited to attend the Contact Centre & Customer Service Summit in Manchester on the 11th & 12th of September. For those of you attending the summit in Manchester, we look forward to spending some time with you. If you are not at the summit, let's chat about what's on your mind. Call us on +44 (0)1599 380 041 to speak to a member of the team. Contact Centre and Customer Services Summit #summit #septembersummit #cc #contactcentre #FEContactCentreSummit 

POST Luxembourg has qualified for the finals of the international Customer Experience Awards! For redesigning the complaints handling process - supported by Onestone POST created a huge increase in Customer Satisfaction (NPS increase of 31 points) through redesigning the complaints experience. No additional staff was added to the POST Telecom complaints team. ------ Like this post? Want to see more? Ring the 🔔 on my profile Connect or Follow 🔝 #customercentricity #customerexperience #customerstrategy #customerjourney #strategyexecution

📢 Attention Government Offices and Agencies! Qtrac's virtual queuing technology is easily accessible through our GSA contract. 🚀 Say farewell to third-party intermediaries and embrace a seamless purchasing experience. Enhance engagement with citizens, improve customer satisfaction, and eliminate long wait times. Discover more here: https://prn.to/3Qr0znl #GovernmentContract #VirtualQueue #TechInnovation