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 ...
Sonic Branding – ‘logos for the ears’
What’s this then? We’re all ears… A Sonic logo is a short melodic tune that’s used to reinforce a brand’s identity. It’s like logo, but for your ears. You hear them on the radio whilst you’re stuck in traffic, when you load up Netflix in the evening after a long day at work, or when
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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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 experiencing high volumes of calls today’. I didn’t take up the ‘opportunity’ and then my call was answered in approximately 2 seconds. I was amazed by this from a brand experience
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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 the phone and in store. As a consumer it makes me uncomfortable and working in the industry it means to me that customer sat is being used as
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 that are over that number already but many are nowhere near. I still believe (and many research papers back this up) that the phone is still trusted more