Blogs and Case Studies

Blogs and Case Studies

Filter - All
Blogs
Case Studies
Cost Reduction
CSAT
Industry news
Our Thoughts
  • Telephony & IVR
    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
    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
    Legal & General
    READ MORE
    September 25, 2019
    Case Studies, CSAT
    Situation: Legal and General Home claims department were receiving customer complaints from customers who...
  • MBNA
    MBNA
    READ MORE
    September 25, 2019
    Case Studies, CSAT
    Situation: Long queue times were causing customer frustration and negatively impacting NPS and CSAT,...
  • I know You Have A Website, I’ve Been There Already
    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...
  • Background Music
    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
    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
    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
    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...
  • Podcasts
    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
    Industry news, Our Thoughts, Research
    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...
  • 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
    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
    Are You Sleepwalking Towards A Fine? GDPR
    READ MORE
    November 16, 2017
    Industry news
    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?
    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...

Close Menu