Case Study: helping a leading UK bank implement a new customer journey & IVR programme.
I travel around a lot with work and often stop to grab a coffee maybe some breakfast after an early start. I did this just last week. The restaurant was relatively quiet with just a few like me taking the chance to re-fuel before a meeting and some new mums out catching up and hoping for 2 minutes peace and quiet with a coffee and something to eat.
Situation: Constant negative NPS score when completing post interaction surveys by post. This was causing growing concern within the business as the customer experience was
Situation: Legal and General Home claims department were receiving customer complaints from customers who kept having to explain their claim every time they called
I tweeted a few nights ago having done some ‘life admin’, I was surprised (and perhaps irritated by) the amount of organisations who were telling me to go to their…
Background Music is all around us, in pubs, hotels, restaurants, shops, airports, shopping centres, leisure centre and many more places. Most of the time consumers don't take much notice of…
Having worked on a lot of projects with major brands in a wide variety of sectors, one thing often stands out, the gap between marketing and the customer contact operation. More often than not marketing and customer contact departments are disconnected and this is a real missed opportunity.
A lot of customer contact operations are tasked with driving down cost and to do this are looking to generate channel shift to lower cost channels. In other words move from telephony to digital. We do a lot of work in this area and have achieved some very significant results.
I was working in a large financial services contact centre recently. I picked up on the fact that their new starter training programme was suffering from a high churn rate within the first month of new agents taking calls. Being curious as we always are we started to ask a few questions.
Many companies say they offer omnichannel communications, through an internal omnichannel solution. What they really have is a multichannel approach. Delivering an omnichannel solution means a customer can contact you through their channel of choice and their history will travel with them seamlessly and instantly.