Blogs and Case Studies Blogs and Case Studies Blogs and Case Studies Blogs and Case Studies Filter - AllBlogsIndustry news Customer Touch Point adds emotion-detecting analytics to portfolio following deal with Avoira READ MORE October 19, 2020 Industry news Customer Touch Point partners with Avoira to offer Xdroid real-time voice analytics to clients... Zappix Partners with Customer Touch Point to Improve Customer Experiences with Visual IVR READ MORE October 2, 2020 Industry news Customer Touch Point partners with Zappix to offer industry leading visual IVR to clients... Engage to Influence™ - positively influencing behaviour to reap rewards READ MORE August 7, 2020 Blogs We share our Engage to Influence methodology - what is its and how to... Banking Case Study - Self-Serve Payment Processing READ MORE July 30, 2020 Case Studies Case Study: helping a leading UK bank implement a new customer journey & IVR... Achieving Instant Impact in Customer Experience. The what, why and how. READ MORE July 6, 2020 Blogs, Our Thoughts We share our concept of Instant Impact CX and how to embrace it in... Six important customer experience trends and how to embrace them READ MORE 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 READ MORE May 29, 2020 Blogs, Industry news In our latest blog series, we’ve pulled together some of our top tips to... What is Contact Centre as a Service (CCaaS)? READ MORE April 27, 2020 Blogs, Industry news What is Contact Centre as a Service? Let's find out... Bridging the gap between digital and telephony READ MORE March 31, 2020 Blogs, Industry news 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 READ MORE March 18, 2020 Blogs, Industry news, Our Thoughts With Coronavirus widespread, your contact centre is having to adapt ... Emotions In The Customer Journey READ MORE November 7, 2019 Blogs, Cost Reduction, CSAT I travel around a lot with work and often stop to grab a coffee... James Hay Partnership READ MORE September 25, 2019 Case Studies, CSAT Situation: Constant negative NPS score when completing post interaction surveys by post. This... Legal & General READ MORE 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 READ MORE March 5, 2019 Our Thoughts, Research I tweeted a few nights ago having done some ‘life admin’, I was surprised... The Influence Of Background Music On Consumer Behaviour READ MORE January 17, 2019 Our Thoughts Background Music is all around us, in pubs, hotels, restaurants, shops, airports, shopping centres,... Mind The Gap READ MORE 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 READ MORE 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 READ MORE December 28, 2018 Cost Reduction I was working in a large financial services contact centre recently. I picked up... Omnichannel Solution READ MORE December 11, 2018 Cost Reduction, Our Thoughts Many companies say they offer omnichannel communications, through an internal omnichannel solution. What... Customer Touchpoints READ MORE October 29, 2018 Our Thoughts Why Do Customer Touch Points Matter So Much? We have designed hundreds of customer... Natural Language IVR READ MORE 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 READ MORE 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? READ MORE 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 READ MORE September 3, 2018 Cost Reduction, Our Thoughts Many businesses are looking for new ways to reduce the cost of customer contact... Corporate Podcasts (Part 2) READ MORE July 23, 2018 Our Thoughts Corporate Podcasts – we’re still all over them. In our last blog post we talked about... Corporate Podcasts (Part 1) READ MORE July 10, 2018 Our Thoughts Not that many years ago, the podcast was but a small seed in the... Creativity On Hold READ MORE June 28, 2018 Blogs We’ve all been in a queue, waiting patiently whilst the agent is “busy helping... NPS Or Effort? READ MORE June 9, 2018 Our Thoughts About a month ago I had a fantastic meal in a restaurant in central... Sonic Branding - 'logos for the ears' READ MORE June 9, 2018 Industry news, Our Thoughts, Research What’s this then? We’re all ears… A Sonic logo is a short melodic tune... When Creative Meets Corporate READ MORE 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 READ MORE December 5, 2017 Case Studies, Our Thoughts My mobile broadband provider was hacked in November and I have not had a... Are You Sleepwalking Towards A Fine? GDPR READ MORE November 16, 2017 Blogs I have been sorting out a few bills this week and was struck by... Time Is The New Currency READ MORE November 2, 2017 Our Thoughts I heard this phrase yesterday in a discussion group on customer effort and its... Product Activation Using Visual IVR READ MORE November 1, 2017 Case Studies A major software and technology company could not complete enough self serve product activation... 50p to prioritise my call READ MORE 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 READ MORE October 22, 2017 Industry news, Our Thoughts I have noticed a big increase of people asking me to ‘give me a... PHONE V DIGITAL READ MORE 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? READ MORE November 9, 2016 Our Thoughts There’s an interesting article in Which? Magazine this month, asking consumers what they like...
Customer Touch Point adds emotion-detecting analytics to portfolio following deal with Avoira READ MORE October 19, 2020 Industry news Customer Touch Point partners with Avoira to offer Xdroid real-time voice analytics to clients... Zappix Partners with Customer Touch Point to Improve Customer Experiences with Visual IVR READ MORE October 2, 2020 Industry news Customer Touch Point partners with Zappix to offer industry leading visual IVR to clients... Engage to Influence™ - positively influencing behaviour to reap rewards READ MORE August 7, 2020 Blogs We share our Engage to Influence methodology - what is its and how to... Banking Case Study - Self-Serve Payment Processing READ MORE July 30, 2020 Case Studies Case Study: helping a leading UK bank implement a new customer journey & IVR... Achieving Instant Impact in Customer Experience. The what, why and how. READ MORE July 6, 2020 Blogs, Our Thoughts We share our concept of Instant Impact CX and how to embrace it in... Six important customer experience trends and how to embrace them READ MORE 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 READ MORE May 29, 2020 Blogs, Industry news In our latest blog series, we’ve pulled together some of our top tips to... What is Contact Centre as a Service (CCaaS)? READ MORE April 27, 2020 Blogs, Industry news What is Contact Centre as a Service? Let's find out... Bridging the gap between digital and telephony READ MORE March 31, 2020 Blogs, Industry news 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 READ MORE March 18, 2020 Blogs, Industry news, Our Thoughts With Coronavirus widespread, your contact centre is having to adapt ... Emotions In The Customer Journey READ MORE November 7, 2019 Blogs, Cost Reduction, CSAT I travel around a lot with work and often stop to grab a coffee... James Hay Partnership READ MORE September 25, 2019 Case Studies, CSAT Situation: Constant negative NPS score when completing post interaction surveys by post. This... Legal & General READ MORE 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 READ MORE March 5, 2019 Our Thoughts, Research I tweeted a few nights ago having done some ‘life admin’, I was surprised... The Influence Of Background Music On Consumer Behaviour READ MORE January 17, 2019 Our Thoughts Background Music is all around us, in pubs, hotels, restaurants, shops, airports, shopping centres,... Mind The Gap READ MORE 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 READ MORE 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 READ MORE December 28, 2018 Cost Reduction I was working in a large financial services contact centre recently. I picked up... Omnichannel Solution READ MORE December 11, 2018 Cost Reduction, Our Thoughts Many companies say they offer omnichannel communications, through an internal omnichannel solution. What... Customer Touchpoints READ MORE October 29, 2018 Our Thoughts Why Do Customer Touch Points Matter So Much? We have designed hundreds of customer... Natural Language IVR READ MORE 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 READ MORE 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? READ MORE 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 READ MORE September 3, 2018 Cost Reduction, Our Thoughts Many businesses are looking for new ways to reduce the cost of customer contact... Corporate Podcasts (Part 2) READ MORE July 23, 2018 Our Thoughts Corporate Podcasts – we’re still all over them. In our last blog post we talked about... Corporate Podcasts (Part 1) READ MORE July 10, 2018 Our Thoughts Not that many years ago, the podcast was but a small seed in the... Creativity On Hold READ MORE June 28, 2018 Blogs We’ve all been in a queue, waiting patiently whilst the agent is “busy helping... NPS Or Effort? READ MORE June 9, 2018 Our Thoughts About a month ago I had a fantastic meal in a restaurant in central... Sonic Branding - 'logos for the ears' READ MORE June 9, 2018 Industry news, Our Thoughts, Research What’s this then? We’re all ears… A Sonic logo is a short melodic tune... When Creative Meets Corporate READ MORE 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 READ MORE December 5, 2017 Case Studies, Our Thoughts My mobile broadband provider was hacked in November and I have not had a... Are You Sleepwalking Towards A Fine? GDPR READ MORE November 16, 2017 Blogs I have been sorting out a few bills this week and was struck by... Time Is The New Currency READ MORE November 2, 2017 Our Thoughts I heard this phrase yesterday in a discussion group on customer effort and its... Product Activation Using Visual IVR READ MORE November 1, 2017 Case Studies A major software and technology company could not complete enough self serve product activation... 50p to prioritise my call READ MORE 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 READ MORE October 22, 2017 Industry news, Our Thoughts I have noticed a big increase of people asking me to ‘give me a... PHONE V DIGITAL READ MORE 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? READ MORE November 9, 2016 Our Thoughts There’s an interesting article in Which? Magazine this month, asking consumers what they like...