Poor customer service in the energy sector hit the news again recently, as Ofgem announced it is ordering 11 of the UK’s biggest power suppliers to improve how they deal with customer complaints. What can organisations do to get a grip on complaints? And is innovation still possible in regulated industries, where it feels like there’s so much red tape? We caught up with Netcall consultant Lewis Gallagher to find out.
Read moreThe London Market Claims Conference 2018 was hosted recently by The Insurance Network (TIN). Here’s our round-up of what we learnt from our discussions, workshops and panel debates from the day, including how customer experience is shaping changes in the market.
Read moreWe couldn’t let National Customer Services Week pass us by without a quick chat about it on our podcast series CX Appeal. Our very own Louise Wright catches up with fellow marketer Kerry Joicey who shares her views on how...
Read moreDo you spend months in a traditional software development cycle only to find that requirements have changed? When something’s not working in your council, your instinct is to change it, fast. And, if that something is damaging...
Read moreContinual austerity cuts in recent times has put traditional service delivery under threat. Over the last five years or so, most local authority teams have been working to review and remodel their processes. But reviewing and remodelling...
Read moreCouncil Services and how they are delivered will always be subject to change. So the last thing you want is your customer journey cemented into your software systems. Processes will always need to evolve and adapt in order to improve.
Read moreNow in its fifth year, National Coding Week (or NCW) is a volunteer-led organisation set-up to inspire people to improve their digital skills and pursue a career in the digital tech space. It’s
Read moreIn many councils, both IT and business functions are stuck between a rock and a hard place. Forbes confirm that the majority of budget and resources is dedicated to maintaining legacy IT estates, and to managing vital, back-office systems. The
Read moreMATS will continue to support over 15 million members across the Society Mortgages, Banking and Savings products.
Read moreDigital transformation sounds impressive. You take static, unwieldy ways of working and delivering services and effortlessly transform them into smart and efficient digital applications. Simple right? On paper, perhaps.
Read moreIt’s the question on everyone’s lips since the release of Gartner’s hpaPaaS (High-Productivity Application Platform as a Service) magic quadrant; what is hpaPaaS and how can it help your CX?
Read moreWe are excited to announce that our MATS Low-code platform features in the latest Gartner research on high productivity platforms.
Read moreThe evolving role of the agent is a topic that's receiving a lot of attention right now. And it's easy to see why. Today’s agents have to adapt to keep pace with changing customer needs.
Read moreThe growing worldwide shortage of coding resource is being tackled head-on by Low-code software platforms that empower non-coders to design, build and launch enterprise grade applications using powerful, code-free, ‘drag and drop’ software.
Read moreTo mark this Valentine’s Day, we take a look at the things we love about customer engagement.
Read moreIn part one of this blog post, we discussed how multichannel and omnichannel contact centres work. We also explained why different companies might prefer one solution over the other. In this blog, we talk to Netcall’s Product Director Dave Amps. We ask him some of the most common questions surrounding multichannel and omnichannel…
Read moreThere’s plenty of confusion about multichannel and omnichannel contact centres. These terms relate to different methods of handling inbound enquiries from the public. Yet people often confuse the two words.
Read moreWith the NHS under significant budget constraints and struggling to achieve targets, it was sad to see the latest NHS Digital figures show that missed patient appointments cost UK taxpayers nearly £1b last year. In 2016/17 there were 7.9 million...
Read moreTechnology moves fast. Today’s consumer technology is almost unrecognisable from what existed a decade ago. In the coming years, we will see a host of new technologies receive wide consumer adoption – from super-smart chatbots and voice-activated assistants to seamless video messaging apps and immersive augmented reality/virtual reality (AR/VR) experiences.
Read moreCustomer experience, according to Gartner, is “the last source of sustainable differentiation and the new competitive battleground.” As brands increasingly converge in the quality of the product they bring to market, it is service that sets a company apart. Yet, research suggests that UK brands are struggling to deliver on service quality.
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