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 ...
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
Achieving Cost Reduction Through Channel Shift
Achieving Cost Reduction Through Channel Shift
Many businesses are looking for new ways to reduce the cost of customer contact without impacting negatively on their customer experience. One of the key areas we work in is channel shift – moving customers from agent answered phone calls to self serve telephony or to digital channels. We have a lot of experience
Product Activation Using Visual IVR
Product Activation Using Visual IVR
A major software and technology company could not complete enough self serve product activation online or within the voice IVR. This was causing high customer effort, high inbound call volumes and increased costs. Approach Visual IVR was implemented to bridge the gap between digital and phone journeys and also utilise the capabilities of smartphones to