Oct 3

Why your call centre script shouldn’t be a sales pitch

‘Hello, <insert customer name> how are you today I’m calling to tell you about an amazing upgrade available to you for your existing <insert product name> if I could take 5 minutes of your time, I’d really appreciate it’. Click. ‘Hello?’ ‘Bueller?’ Did you know, according to a study by Walker, that customer experience will

Sep 21

Case Study: The companies with a gold standard in customer care

Customer care is an essential part of building a sensational customer experience. Beyond simple complaints handling it reflects the way your agents are enabled to truly care for your customers, every step of the way. Here are some companies that are winning in this space and lessons we can all learn from them.   Zappos

Sep 18

9 ways your website can improve your customer service call centre

Customer service is increasingly multi-channel. Websites, chat, social media and call centres all have their part to play. They all nurture your customers in different ways, helping them along their journey and supporting them in troubled times.   But they don’t work in isolation, in fact they work best as a team. In this case

Sep 10

Why good customer experience starts before you have customers

If a good customer experience creates better brand loyalty, increases word of mouth and creates higher-value sales – then why are we waiting until customers are customers, before we give them the good stuff? How you treat your prospects before they have invested one dollar with you, will directly affect their likelihood of becoming a

Aug 31

Best IVR practices for you and your customers

Done well, an IVR system is can be an effective tool for delivering better, faster and more efficient customer service. Done poorly, IVR can turn into a black hole that your customers dive in to, never to return again.   A Purdue University study discovered that 63% of consumers would stop using a company’s products after a

Aug 29

Be careful what you wish for: How call centre KPIs directly influence behaviour

Call centre KPIs (Key Performance Indicators) are more than just something you put down on paper. They are like your Christmas wish list. Your vision for the future. Your call centre Nirvana. When it comes to developing KPIs we could all learn a lot from King Midas. His personal KPIs were around obtaining as much

Aug 21

The secrets to better customer experience management

Customer experience management is exactly what it says on the box. Your ability to manage your customer’s experiences throughout their lifecycle. It’s the ability to oversee, track and optimize their experiences to foster loyalty, referral and boost incremental sales. Good customer experience management is not an accident, it’s something that needs planning, commitment and investment

Aug 14

Is a ChatBot the fast track to great customer experience?

ChatBots. They’re those magical creatures that can take care of your customers 24 hours a day, don’t require a salary and can talk to thousands of people at once. What’s not to love? But when customers are serviced by a program, not a human can they expect a faster, more satisfying experience? Or does the

Aug 6

26 Customer Experience quotes to inspire your sales team

A customer’s experience with your sales team can make or break your relationship with them. And it doesn’t take long before a series of bad experiences can tarnish your brand’s reputation. Think 1 star reviews and a barrage of complaints on social media, or even becoming a front page news story like United Airlines. On

Jul 31
CX gift that keeps on giving

Call Centre CX: Easy metrics to monitor satisfaction

CX is the new black. It’s definitely a buzz word, but the trendiness of it notwithstanding, it makes a lot of sense for your call centre agents to provide your customers with something more than transactional. After all, we know it costs 6 times as much to recruit a customer as it does to retain