How IVR has come of age and is smarter than ever
November 26th, 2020 Posted by Steve Fitzgerald Customer ExperienceIVR systems have evolved considerably since the 1980s. See what they can do for you now
Posts in Customer Experience
17 customer experience statistics you need to know as 2020 winds down
November 5th, 2020 Posted by Steve Fitzgerald Customer Experience2020 was not a year for business as usual. Here are 17 customer experience statistics to keep front-of-mind as you make plans for 2021.
Three ways businesses will approach customer relationships differently in a post-pandemic world
October 7th, 2020 Posted by Steve Fitzgerald Customer ExperienceThe COVID-19 pandemic has rocked more than the global economy – it has changed lives, reshaped priorities, and transformed spending habits.
Keeping retail customers happy during the pandemic’s online shopping surge
September 25th, 2020 Posted by Steve Fitzgerald Customer ExperienceThe surge in online shopping during recent lockdowns has swamped retail customer service centres, sending call volumes and wait times skyrocketing.
Building customer rapport: The mainstay of boosting loyalty
September 11th, 2020 Posted by Steve Fitzgerald Customer ExperienceBuilding customer rapport helps create a genuine connection between your business and your customers. You may even create raving fans!
Handling customer complaints with grace
July 31st, 2020 Posted by Steve Fitzgerald Customer ExperienceHandling customer complaints is a vital a part of creating an exceptional customer experience. Underestimate it at your peril.
What’s CX best practice in Australia?
May 1st, 2020 Posted by Steve Fitzgerald Customer ExperienceUntil now, contact centre benchmarking stats and reports have been heavily US-focused. But what’s CX best practice in Australia?
Turning that frown upside down: How to manage an angry customer
April 17th, 2020 Posted by Steve Fitzgerald Customer ExperienceThere are good ways and bad to manage an angry customer. We share our thoughts on how to turn the tirade, and boost customer rapport.
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