Sebastian Reeve
Sebastian Reeve’s stories
FCR decline: Is the UK really getting worse at first contact resolution?
Ask UK consumers what matters to them when contacting an organisation, and the most popular answer is getting their question or issue solved first time. What’s more, the majority of UK organisations understand this, with 53% ranking first contact resolution (FCR) as the most important factor for a customer who’s reaching out to them. But […]
13 October 2020
Ask UK consumers what matters to them when contacting an organisation, and the most popular answer is getting their question or issue solved first time. What’s more, the majority of UK organisations understand this, with 53% ranking first contact resolution (FCR) as the most important factor for a customer who’s reaching out to them. But […]
The 3 most serious COVID challenges in UK contact centres
Every year, ContactBabel surveys hundreds of senior CX and customer contact professionals, working for UK brands. When the analyst reached out in May and June of 2020, one subject was unavoidable. As well as providing the usual in-depth dissection of CX strategy and operations, this year’s report – which Nuance sponsored – paints a timely […]
7 October 2020
Every year, ContactBabel surveys hundreds of senior CX and customer contact professionals, working for UK brands. When the analyst reached out in May and June of 2020, one subject was unavoidable. As well as providing the usual in-depth dissection of CX strategy and operations, this year’s report – which Nuance sponsored – paints a timely […]
Nuance and Australia’s IAG virtual assistant ‘Arlo the Koala’ wins APAC Stevie® Award
This week, Nuance took home another Stevie® Award, this time in the APAC region for our Innovative Use of Technology in Customer Service within the financial services industries for ‘Arlo’, Australian insurer NRMA’s virtual assistant. More than 100 executives around the world judged over 1,000 nominations from APAC organizations in the seventh annual Asia-Pacific Stevie® […]
23 July 2020
This week, Nuance took home another Stevie® Award, this time in the APAC region for our Innovative Use of Technology in Customer Service within the financial services industries for ‘Arlo’, Australian insurer NRMA’s virtual assistant. More than 100 executives around the world judged over 1,000 nominations from APAC organizations in the seventh annual Asia-Pacific Stevie® […]
How KPN’s service-focused digital transformation project redefined its contact center
It’s the classic question in customer service: how do you turn the contact center from a necessary yet expensive part of your organization into a source of value and exceptional customer experiences? As part of our Creating Compelling Customer Conversations series, I recently caught up with Mark Wessel, Product Owner for Conversational at KPN, to […]
18 June 2020
It’s the classic question in customer service: how do you turn the contact center from a necessary yet expensive part of your organization into a source of value and exceptional customer experiences? As part of our Creating Compelling Customer Conversations series, I recently caught up with Mark Wessel, Product Owner for Conversational at KPN, to […]
Cabify launches versatile virtual assistant to create a new customer experience
As one of Spain’s biggest startup success stories, Cabify is rapidly becoming the go-to ride-hailing service for people in cities across Spain and Latin America. Cabify offers taxis, executive cars, electric scooters, and even helicopters for hire through its mobile app. In the last few weeks, the company has also introduced delivery services to help […]
16 June 2020
As one of Spain’s biggest startup success stories, Cabify is rapidly becoming the go-to ride-hailing service for people in cities across Spain and Latin America. Cabify offers taxis, executive cars, electric scooters, and even helicopters for hire through its mobile app. In the last few weeks, the company has also introduced delivery services to help […]
Creating compelling customer conversations: a virtual event series
COVID-19 has created unprecedented challenges for every industry, and all organisations have felt the impact in one way or another. For many companies, it’s forced them to change their business models. Retailers have had to close their physical stores and place a new focus on ecommerce, and telcos are finding ways to handle higher contact […]
5 May 2020
COVID-19 has created unprecedented challenges for every industry, and all organisations have felt the impact in one way or another. For many companies, it’s forced them to change their business models. Retailers have had to close their physical stores and place a new focus on ecommerce, and telcos are finding ways to handle higher contact […]
