Engage to Influence™ – positively influencing behaviour to reap rewards
We share our Engage to Influence methodology - what is its and how to use it to drive better customer experience.
Achieving Instant Impact in Customer Experience. The what, why and how.
We share our concept of Instant Impact CX and how to embrace it in 5 key steps.
Six important customer experience trends and how to embrace them
Here are some of the latest CX trends, against which we have provided you with practical tips to help you embrace every single one …
How to reduce average handling times & call volumes
In our latest blog series, we’ve pulled together some of our top tips to help you reduce average handling times (AHT) and call volumes…
Bridging the gap between digital and telephony
Why it’s a win-win for everyone and how to achieve it...
Top tips for recording your own IVR and on-hold voice messages
With Coronavirus widespread, your contact centre is having to adapt ...
Emotions In The Customer Journey
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.
Creativity On Hold
We’ve all been in a queue, waiting patiently whilst the agent is “busy helping other customers”. But, “your call is important”, remember. And “did you know, you can get answers to your queries on the website ”? Now I don’t know about you, but hearing these things makes me feel like just another number on
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
