Time Is The New Currency

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...
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...
50p to prioritise my call

50p to prioritise my call

I called my mobile phone provider today and was very quickly offered the chance to pay 50p to prioritise my call because 'we are...
Please Give Me a 9 or 10

Please Give Me a 9 or 10

I have noticed a big increase of people asking me to 'give me a 9 or 10' when you receive our post interaction survey. This happens on...
PHONE V DIGITAL

PHONE V DIGITAL

I read a stat this morning that said by the end on 2016, 40% of all contacts will start on a digital channel. I know some organisations...