Sorry, But The Death Of SMS Is Somewhat Exaggerated

Steven Robertson reflects on the claim by Google that it’s invented a ‘replacement’ for texting Another day, another article about the death of SMS. Before we get into a discussion of why I am sceptical, a quick observation. In The …

12th May 2016 No Comments

Connecting with Customers: Variety and Timing are Crucial to Getting the Right Result!

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.

16th March 2016 No Comments
Customer Contact

The Visual Customer Survey – A Great Way to Engage

The engagement rate for customer feedback using visual messages is impressive – with customer survey response rates reported at over 20%.

23rd February 2016 No Comments
Customer Surveys A great way to get responses

Smarter Customer Engagement is Much More Than an Empty Slogan

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…

19th February 2016 No Comments
Two overlapping speech bubbles

Top Tips On How To Improve Customer Contact Rates

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.

12th February 2016 No Comments
improve customer contact rates

Text Messaging in Collections – Allowing Agents to Collect More

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.

29th January 2016 No Comments

Falling For A Problem

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.

22nd January 2016 No Comments
Falling for the problem blog

Customer Service Thoughts 2015–2016 : Automations and AI

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.

14th January 2016 No Comments
Customer Service Road Sign

What To Expect in the Contact Centre Industry this Year?

There are some encouraging thoughts – and a warning or two – about what the market can expect in the next 12 months.

7th January 2016 No Comments
What to Expect in the Contact Centre Industry

Every Day Can Be A January Sales Day If You Are Serious About Omni-Channel Success

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 …

31st December 2015 No Comments
Smart Omni-Channel