Blogs and Case Studies

Blogs and Case Studies

Blogs and Case Studies

Blogs and Case Studies

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Blogs
Industry news
  • CX Trends
    Six important customer experience trends and how to embrace them
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    June 19, 2020
    Blogs, Industry news
    Here are some of the latest CX trends, against which we have provided you...
  • How to reduce average handling times & call volumes
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    May 29, 2020
    Blogs, Industry news
    In our latest blog series, we’ve pulled together some of our top tips to...
  • Contact Centre
    What is Contact Centre as a Service (CCaaS)?
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    April 27, 2020
    Blogs, Industry news
    What is Contact Centre as a Service? Let's find out...
  • Bridging the gap
    Bridging the gap between digital and telephony
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    March 31, 2020
    Blogs, Industry news
    Why it’s a win-win for everyone and how to achieve it...
  • Telephony & IVR
    Top tips for recording your own IVR and on-hold voice messages
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    March 18, 2020
    Blogs, Industry news, Our Thoughts
    With Coronavirus widespread, your contact centre is having to adapt ...
  • Emotions In The Customer Journey
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    November 7, 2019
    Blogs, Cost Reduction, CSAT
    I travel around a lot with work and often stop to grab a coffee...
  • James-Hay
    James Hay Partnership
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    September 25, 2019
    Case Studies, CSAT
    Situation: Constant negative NPS score when completing post interaction surveys by post. This...
  • Legal & General
    Legal & General
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    September 25, 2019
    Case Studies, CSAT
    Situation: Legal and General Home claims department were receiving customer complaints from customers who...
  • I know You Have A Website, I’ve Been There Already
    I know You Have A Website, I’ve Been There Already
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    March 5, 2019
    Our Thoughts, Research
    I tweeted a few nights ago having done some ‘life admin’, I was surprised...
  • Background Music
    The Influence Of Background Music On Consumer Behaviour
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    January 17, 2019
    Our Thoughts
    Background Music is all around us, in pubs, hotels, restaurants, shops, airports, shopping centres,...
  • Mind The Gap
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    January 2, 2019
    Our Thoughts
    Having worked on a lot of projects with major brands in a wide variety...
  • Customers Want To Self Serve - But It Has To Be Their Choice
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    December 31, 2018
    Our Thoughts
    A lot of customer contact operations are tasked with driving down cost and to...
  • Use IVR & Chat To Support Your New Starters & Make Training More Cost Effective
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    December 28, 2018
    Cost Reduction
    I was working in a large financial services contact centre recently. I picked up...
  • Omnichannel Solution
    Omnichannel Solution
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    December 11, 2018
    Cost Reduction, Our Thoughts
    Many companies say they offer omnichannel communications, through an internal omnichannel solution. What...
  • Customer Touchpoints
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    October 29, 2018
    Our Thoughts
    Why Do Customer Touch Points Matter So Much? We have designed hundreds of customer...
  • Natural Language IVR
    Natural Language IVR
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    September 17, 2018
    Cost Reduction, Our Thoughts
    OK Google – play Absolute Radio. Alexa – add 15 avocados to my shopping...
  • Tone Of Voice - The Commercial Benefits
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    September 16, 2018
    Our Thoughts
    This blog is the 2nd in a series examining ‘Why Does Tone Of Voice...
  • Why Does Tone Of Voice Matter?
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    September 9, 2018
    Our Thoughts
    I was talking to a friend about the tone of voice work I do....
  • Achieving Cost Reduction Through Channel Shift
    Achieving Cost Reduction Through Channel Shift
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    September 3, 2018
    Cost Reduction, Our Thoughts
    Many businesses are looking for new ways to reduce the cost of customer contact...
  • Podcasts
    Corporate Podcasts (Part 1)
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    July 10, 2018
    Our Thoughts
    Not that many years ago, the podcast was but a small seed in the...
  • NPS Or Effort?
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    June 9, 2018
    Our Thoughts
    About a month ago I had a fantastic meal in a restaurant in central...
  • When Creative Meets Corporate
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    April 4, 2018
    Case Studies, Industry news, Our Thoughts, Research
    How do you deliver messages to your customers? Chances are it hardly involves the...
  • Reduce Cost and Improve Experience By Integrating SMS & Messaging With Telephony
    Reduce Cost and Improve Experience By Integrating SMS & Messaging With Telephony
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    December 5, 2017
    Case Studies, Our Thoughts
    My mobile broadband provider was hacked in November and I have not had a...
  • Time Is The New Currency
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    November 2, 2017
    Our Thoughts
    I heard this phrase yesterday in a discussion group on customer effort and its...
  • Product Activation Using Visual IVR
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    November 1, 2017
    Case Studies
    A major software and technology company could not complete enough self serve product activation...
  • 50p to prioritise my call
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    October 30, 2017
    Industry news, Our Thoughts
    I called my mobile phone provider today and was very quickly offered the chance...
  • Please Give Me a 9 or 10
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    October 22, 2017
    Industry news, Our Thoughts
    I have noticed a big increase of people asking me to ‘give me a...
  • PHONE V DIGITAL
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    October 20, 2017
    Industry news, Our Thoughts
    I read a stat this morning that said by the end on 2016, 40%...
  • Which Message Annoys Callers Most and Why?
    Which Message Annoys Callers Most and Why?
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    November 9, 2016
    Our Thoughts
    There’s an interesting article in Which? Magazine this month, asking consumers what they like...

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