Posts tagged "improving customer service"

inbound marketing

Six Thousand Insights Into Inbound

June 29th, 2018 Posted by Business Intelligence, Customer Experience

Inbound marketing priorities and aligning Sales and Marketing with SLAs – read on for more insights from HubSpot’s 2018 State of Inbound report.

Music on Hold

On-Hold Music: Music to Your Customers’ Ears, or Not?

June 15th, 2018 Posted by Business Intelligence, Customer Experience

Enjoyable on-hold music can shorten customers’ perception of wait times, manage customer anxiety, and create brand awareness. But how?

Design and Creativity

The ‘Design and Creativity’ Marketing Renaissance

April 20th, 2018 Posted by Business Intelligence, Customer Experience

Investing in design has become more important than ever, to stand out from the crowd. But don’t let your brand image down with poor customer service.

Online shopping

How Retail Contact Centres Can Help Combat the Amazon Impact

November 24th, 2017 Posted by Customer Experience, Customer Loyalty

Strategies for Australian retail Contact Centres to succeed against the arrival of the American retail giant.

In Search of Customer Enchantment

In Search of Customer Enchantment

October 6th, 2017 Posted by Customer Experience, Customer Loyalty, Mobility

Taking communication seriously is the first step to achieving customer enchantment, and banishing customer apathy in today’s business-saturated environment.

Banking Reform Incentives Program

Questions about the Banking Reform Incentives Programs

August 18th, 2017 Posted by Contact Centre Management, Customer Experience

The new banking reform initiatives raises questions about how the incentive programs will work, and if contact centre staff will be included.

contact centre costs

Does Better Customer Service Really Increase Costs?

April 28th, 2017 Posted by Contact Centre Management, Customer Experience

Do contact centre costs increase when staff focus on improving first call resolution rather than average call time and no of calls?