In the late 1890s, a newspaper mistakenly printed an obituary for the very alive, very healthy Mark Twain. When word of his death reached Twain himself, he responded to a … Read more “The Phone Is Not Dead”
This past weekend my wife and I drove to Nashville, TN to see our daughter. Even with the restrictions that are in place with social distancing, we had a great … Read more “Building a Human Connection in CX”
For customers who want to cut out lengthy call queues and deal with responses to queries at a time that suits them, email can be an easy way to reach … Read more “Guide to Email Management in Call Centres”
It is hard to argue that 2020 was the most disruptive year to business that any of us have ever known. It was a year when many business plans were … Read more “Regaining Your CX Edge”
I was chatting with a friend this past week who was telling me about the brand fatigue he has experienced. “I simply went to the grocery store to buy a … Read more “An Employee’s Brand Understanding is Foundational for CX”
Enabling the customer experience A recent Customer Experience study by Accenture showed that only 20% of companies are succeeding in delivering good customer experience (CX). This low number exists despite … Read more “Customer Experience Begins with Employee Experience”
If you have been a frequent reader of this blog and in particular my posts (don’t worry I won’t hold it against you if you haven’t), you have come to … Read more “How AI Can Improve CX in the Contact Centre”
Perhaps there has been no other year when the contact centre played a more pivotal role in the delivery of customer experience (CX). With the unprecedented surge in calls due … Read more “Turbo Charging CX in the Contact Centre”
Call routing is an essential function in thousands of offices, call centres, and customer support hubs around the UK. Without the ability to manage and redirect incoming calls seamlessly, chaos … Read more “Call Routing FAQs: How to Divert Calls, Redirect, and More “