FAQs

AI tools and other AI contact centre software can help itentify the intent of each call your contact centre recieves, this improves customer experience by directing clients to the most relevant channel, agent or service. Before answering the call, AI also provides contact centre agents with important customer background information, allowing agencts to handle calls more efficiently. Contact centres can also use ChatBots to complete mundain tasks that do not require any human interaction, freeing up agents to focus on more complex enquiries.

Our cloud contact centre platforms have been designed with the ease of integrations at the forefront, as a result, you'll have a cloud contact centre solution and strategy that effortlessly interfaces with your website, CRM and back-office programmes.

• Scalability: A cloud contact centre can easily scale up or down as business needs change, without the need for additional hardware.
• Flexibility: Agents can access the cloud contact centre from any location with an internet connection, increasing the ability to work from home and improving overall flexibility.
• Cost Savings: Moving to the cloud eliminates the need for expensive on-premise hardware, maintenance costs and licensing fees, leading to significant cost savings.
• Improved Disaster Recovery: Cloud providers typically have robust disaster recovery plans in place, ensuring that contact centre operations can continue even in the event of a disaster.
• Increased Collaboration and Mobility: With cloud contact centres, agents and supervisors can easily collaborate and access customer information from anywhere, improving overall efficiency and productivity.
• Advanced Analytics and Reporting: Cloud contact centres often come equipped with advanced analytics and reporting capabilities, providing valuable insights into customer behaviour and interactions.
• Integration with other Cloud Services: Cloud-based contact centres can easily integrate with other cloud-based services, such as CRMs and knowledge management systems, improving overall efficiency and productivity.
• Enhanced Security: Cloud providers typically have strict security measures in place to protect customer data, ensuring that sensitive information is secure.
• Improved Customer Experience: Cloud-based contact centres often offer advanced features, such as omnichannel support, IVR and self-service options, leading to improved customer experiences.

Customer experience is important because it can have a significant impact on a business's success. A positive customer experience can lead to increased customer loyalty, repeat business, and positive word-of-mouth recommendations; Britannic is a differentiator in that we don't just sell software, but we have a holistic strategic approach to how that software and solutions are implemented as well as a transparent, partner-centric management style.

On the other hand, a negative customer experience can result in lost customers and damage to a company's reputation. Therefore, companies invest in improving the customer experience as it can lead to increased revenue, competitive advantage, and overall growth underpinned by technology.

Customer experience can be measured using various methods, including:

• Surveys and feedback forms: Collecting direct feedback from customers through surveys, feedback forms, or post-interaction questionnaires.
• Net Promoter Score (NPS): Determining a customer's likelihood to recommend a product or service based on a scale of 0 to 10.
• Customer Satisfaction Score (CSAT): Measuring a customer's overall satisfaction with a specific interaction or experience.
• Customer Effort Score (CES): Assessing the effort required by a customer to complete a task or resolve a problem.
• User testing and usability studies: Observing and evaluating the ease and effectiveness of a customer's interaction with a product or service.
• Social listening and sentiment analysis: Monitoring and analyzing customer opinions and comments on social media platforms.
• Customer journey mapping: Charting the steps a customer takes to engage with a company, identifying pain points and opportunities for improvement.

The choice of method(s) depends on the company's goals and the type of data it wants to collect, but using a combination of these methods can provide a comprehensive view of the customer experience.

REVIEWS: Surveys and feedback Britannic's Net Promoter Score 

Britannic knows feedback is vital to a customer experience strategy because it provides valuable insights into what customers think, feel, and want from a business. It helps your company identify areas for improvement, validate the success of existing communication strategies, and understand what differentiates them from competitors. Customer feedback also helps companies to tailor their services to meet the changing needs and expectations of their customers, which can increase customer satisfaction and loyalty. Additionally, soliciting customer feedback shows customers that the company values their opinions and is committed to providing a positive experience, which can improve customer relationships and build trust.

Britannic deem it necessary to a customer experience strategy because it provides valuable insights into what customers think, feel, and want from a business. It helps companies to identify areas for improvement, validate the success of existing initiatives, and understand what differentiates them from competitors.

Customer feedback also helps companies to tailor their services to meet the changing needs and expectations of their customers, which can increase customer satisfaction and loyalty. Additionally, soliciting customer feedback shows customers that the company values their opinions and is committed to providing a positive experience, which can improve customer relationships and build trust.

How feedback increases an NPS score

Capturing insights from customers around their experience is vital for business development. Our trusted solution allows you to capture capture customer feedback and thoughts through voice, email, SMS, social media and messaging apps. This feedback can be managed in a reporting dashboard, ready for you to act upon.

It's a known fact that the contact centre has a high-turnover of employees. Therefore, it's important from day 1 of employment to make sure that your employees are equipt with the right tools and have an understanding of how to use them. Having a contact centre solution that is easy to use and easy to measure personal metrics on will fill your agents with confidence.