Mind The Gap

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.

Continue Reading

Omnichannel Solution

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.

Continue Reading
Customer Touchpoints
Vector set of social media icons

Customer Touchpoints

Why Do Customer Touch Points Matter So Much? We have designed hundreds of customer journeys focusing on the key customer touchpoints. Customer Touch Point have also worked as part of many different contact centre teams. Operating across a wide variety of sectors (Healthcare, Financial Services, Local Authority, Housing Association, Retail, Hospitality and Travel

Continue Reading

Natural Language IVR

OK Google – play Absolute Radio. Alexa – add 15 avocados to my shopping basket.* Natural Language IVR (NL IVR aka Voice Recognition) I’ll admit it - I have a smart speaker. At first, I was uncomfortable speaking to it and making it do simple tasks that I was more than capable of doing myself. But it only took a few days for me to feel that pressing a few buttons now felt like such an effort for my lazy hand.

Continue Reading
Close Menu