Contact Centre Guide: Everything you need to know
How good the customer service team of a company really is, often only becomes apparent when things become urgent or something goes wrong. At that…
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Greater customer satisfaction and improved efficiency – achieving success with the FCR rate
The First Contact Resolution rate (FCR) is one of the most important key performance indicators in customer service. It shows how often customer enquiries are…
First- and Second Level Support: The Top Reasons Why You Should Outsource Your Technical Support
Technical problems are not only frustrating and time-consuming, but often difficult to solve without expert assistance. In such situations, users expect fast, reliable and sustainable…
Industry solutions with real impact – how XELEO is transforming customer service across multiple sectors
Outstanding customer service is key to building lasting and sustainable customer relationships. For this reason, many companies are seeking effective ways to improve their support…
Inbound call centre: Efficient customer service over the phone
Multi-channel solutions are increasingly becoming a basic requirement, enabling customers to address their needs and concerns via various channels. However, the telephone remains a key…
Customer Service KPIs: an overview
Companies that do not measure and continuously optimise their customer service will, in the long term, fail to meet customer expectations and run the risk…
Customer service in the payments sector with XELEO: What round-the-clock merchant support needs to deliver
More and more retailers are using payment terminals, particularly for self-service payment transactions, such as at charging points or vending machines. However, with every new…
Customer service in the energy sector: expectations, trends and outsourcing potential
Energy supply is one of the most important and critical aspects of our everyday infrastructure. Customers come to expect not only reliable supply, but also…
Customer Service in E-Mobility: Why 24/7 EV Charging Support Matters
E-mobility has become part of everyday life. More drivers, fleets and companies rely on electric vehicles, public charging networks, charging apps and digital payment solutions…
Customer Health Score – The Key Metric for Sustainable Customer Retention
A strong customer relationship is essential for long-term business success. But how can you make the state of your customer relationships measurable and transparent? The…