Achieving Cost Reduction Through Channel Shift
Achieving Cost Reduction Through Channel Shift

Achieving Cost Reduction Through Channel Shift

In the new year many businesses are looking for new ways to reduce the cost of customer contact without impacting negatively on their customer experience. One of the key areas we work in is channel shift – moving customers from agent answered phone calls to self serve telephony or to digital channels. We have a lot of experience

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NPS Or Effort?

About a month ago I had a fantastic meal in a restaurant in central London for an anniversary. It was slightly expensive, but absolutely worth it – I would recommend that place to friends. Last week I went to the corner shop and bought milk. There was nothing wrong with the experience, but I wouldn’t

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When Creative Meets Corporate
When Creative Meets Corporate

When Creative Meets Corporate

How do you deliver messages to your customers? Chances are it hardly involves the postman these days. With the likes of social media, blogs, email and contact centres, you’re spoilt for choice with the ways you can talk to customers. And when you communicate clearly and consistently through all of these channels, you create opportunities

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Reduce Cost and Improve Experience By Integrating SMS & Messaging With Telephony
Reduce Cost and Improve Experience By Integrating SMS & Messaging With Telephony

Reduce Cost and Improve Experience By Integrating SMS & Messaging With Telephony

My mobile broadband provider was hacked in November and I have not had a single piece of outbound communication from them explaining what happened or telling me if I was affected or not. I did however receive a text from my bank letting me know that they recognised I am a customer of the mobile

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Are You Sleepwalking Towards A Fine? GDPR
Are you sleepwalking towards a fine

Are You Sleepwalking Towards A Fine? GDPR

I have been sorting out a few bills this week and was struck by the number of companies still asking me to give full card details over the phone. These weren’t small companies either, one major mobile provider was on the list. From May 2018, any organisation which processes or stores personal data, including payment

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Time Is The New Currency
43490452 - girl sits at a table with a laptop and cell phone

Time Is The New Currency

I heard this phrase yesterday in a discussion group on customer effort and its impact on customer experience design. I know it to be true but hadn’t heard it summed up in quite that that way before. Customer effort is now one of the biggest factors in delivering great experience, the hard part is to

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Product Activation Using Visual IVR
Product Activation Using Visual IVR

Product Activation Using Visual IVR

A major software and technology company could not complete enough self serve product activation online or within the voice IVR. This was causing high customer effort, high inbound call volumes and increased costs. Approach Visual IVR was implemented to bridge the gap between digital and phone journeys and also utilise the capabilities of smartphones to

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