Your customer support effort is often the first impression that people interested in your products and services get, so it’s important that it stands out for the right reasons. Many … Read more “Getting Your Contact Centre SMS and Other Messaging Right”
“Unprecedented demand”, “Uncertain times”, “New Normal” and “Delays in responding to your enquiries” are tedious, vacuous, insincere pronouncements we heard ad nauseam from many companies as we attempted to contact … Read more “Call Deflection: A New Direction That’s Not Just an Excuse, but the Key to Great Customer Service”
Many industries are in the midst of a massive transformation, driven by the shift to cloud, the evolution of the workplace, and a pandemic that changed the way we connect … Read more “Shopper and Retail Employee Communications Roundup”
Since COVID-19 crisis disrupted just about all walks of life, companies that have traditionally had telephone lines as their primary customer support channels are now looking to add modern ways … Read more “Give Your Contact Centre a Break from High Call Volumes”
In 2007, the arrival of iPhones and Facebook in our personal lives has completely changed the way we communicate with people. The use of social and messaging channels completely modifies … Read more “What is an Omni-digital Customer Engagement Strategy?”
During fashion week in London’s Soho district this past February, Lego opened a pop-up store with nothing in it. Well, nothing except for a pedestal displaying a QR code. When … Read more “Prospering With Pop-Up Stores”
Personalisation pays. Boston Consulting Group found brands creating personalised experiences are seeing revenue increase two-to-three times faster than those that don’t. Gartner predicts a 15% profit boost by 2020 for … Read more “Retailers Get Personal With Consumers – And It’s Paying Off”