There’s a worrying parallel between how the media got the May’15 UK Election so wrong – and how brands may be connecting with customers.
The engagement rate for customer feedback using visual messages is impressive – with customer survey response rates reported at over 20%.
Smarter customer engagement is about working better with customers: bringing together communication channels – agents, text, voice, email into a coherent, unified whole. Here is how…
To improve customer contact and engagement rates does not require a long drawn out process. Here are some simple things that you can start doing now to better engage with customers and get better results.
Texting is delivering huge benefits in terms of improved efficiency, better use of call centre agents’ time and late stage repayment deals with customers so why is text messaging in collections working so well.
There are many ways a problem can be “solved”. The advice is to “fall in love with the problem, not the solution”. The more known about the problem, the weave of the reality it exits within, the more likely you are to have to insights to solve it.
The year in which nothing much seemed to happen in customer service. Maybe because we were getting on with the things that are clearly important. Mobile, Cloud, and Automation.
There are some encouraging thoughts – and a warning or two – about what the market can expect in the next 12 months.
We all know it’s going to be hugely busy for retailers in the next two weeks – both in-store and online. That’s because, in light of how poorly UK Plc managed the November ‘Black Friday’ event this year, retailers have …
Ideas to help improve contact centre agent and customer experience performance
A redesigned User Interface, core campaign functionality enhancements for voice, SMS, email and visual touch messaging are factors behind this continuing pole position.
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