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Put The Words In

Put The Words In

‘Actions speak louder than words’ is something we hear a lot. What we don’t talk about enough is how words influence actions. When it comes to contact centres, language is often the driving force of customer decisions, the variable in growing success rates, and the limb on which everyone leans to make the job good. It’s worth us becoming fluent in its subtle superpowers.

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Contact Centre Trends – The 5 ways the industry will transform in  2021

Contact Centre Trends – The 5 ways the industry will transform in 2021

J. R. R. Tolkein might have been born in 1916, but it’s like he saw 2020 coming a mile off.

“It does not do to leave a live dragon, out of your calculations, if you live near one”

We’ve all lived near the same dragon this year. There’s nothing like a global pandemic to make us all feel like neighbours, hey kids? But going back to Tolkein’s words, whilst this year has proven that predicting the future can feel impossible, it’s also a year that’s taught us the linchpin importance of planning.

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Self-Service - it’s what they want

Self-Service - it’s what they want

Self-service used to get a bit of a bad rap. Oh, how the tables do turn.

Groans of “Can I just talk to a human please...?” have become prayers of “Can I just sort this myself?”

“I don’t want to deal with robots” has sea changed to “Tell me there’s a way to do this online?”

Wails of “This isn’t like it used to be!” have calmed to sighs of “I don’t know how I used to do it like that”

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The Digital Shift is Here for the Taking

The Digital Shift is Here for the Taking

When push came to shove for the digital shift, is when life turned into lockdown. Coronavirus has moved the world online faster than any marketing campaign could ever have done. From weddings to medical appointments and contact centres, some of our most primary interactions have gone virtual. And whilst wedding vows on Zoom might not catch on, for many businesses, this shift is not only working, but knocking old methods out the park.

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The Value of a Quick Response

The Value of a Quick Response

Quick response is a lifeline for contact centres in unusual situations. And boy, have things been unusual lately. 2020 has already totally rebranded ‘business as usual’ into bizarre’s wildest brainchild. As we all continue to weather the whirlwind, here at Adexchange, we’re reflecting on the mitigating power of “quick response” messaging.

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Taking the Wins from Tone of Voice

Taking the Wins from Tone of Voice

What is TOV?

Tone of voice can feel like a slippery term. Guilty as charged: it is rooted in abstract ideas like inflection and emotional connection. But we should hold tight, because the benefits of tone of voice add up solidly in our success rates, in our revenue, and in the reductions in our workload. 

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Having Our Calls to Action Heard

Having Our Calls to Action Heard

Getting things done is one thing.

Getting other people to do things is another challenge entirely.

Consider your best mate. You might see them every day and message them constantly on WhatsApp, but they didn’t RSVP to your wedding in 1993.

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Secrets of Portals: Unlocked

Secrets of Portals: Unlocked

A ‘portal’ might sound like a magical doorway into another realm.

But it should not feel like one.

Despite the word’s connotations with faraway lands, in business a portal should be a doorway to the practical and accessible. They’re places of questions quickly answered and processes calmly completed.

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Make the Customer the Hero

Make the Customer the Hero

Problems are always more fun when you think of them as adventures.

Sadly, when something stops working, no one says

“It’s broken FOR THE LOVE OF….I can’t wait for this adventure”

But there’s merit in applying storytelling theories to customer experience. If a problem arises, it helps to see our customer as a protagonist who seeks a happy ending. This can help us map their optimal journey to resolution. The problem is, many people think this only gives our agents the chance to step in as fairy godmother.

It’s nearly 2020 kids, we say let Cinderella fight her own battles.

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How do I say?

How do I say?

“Jolly Green Giant” sounds like a good guy to know, doesn’t he?

For years he’s been encouraging kids to eat their greens. He smiles from shop shelves, sporting leafy togas on tins of sweetcorn.

But when his title was translated to Arabic, our gentle giant’s persona changed.

His alter-ego “Intimidating Green Monster” was born. Broccoli’s version of the bogey man.

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Before you buy that expensive upgrade…

Before you buy that expensive upgrade…

Investing in sparkly new tech can feel like waving a magic wand that will solve our business woes.

But has it ever done that?

Over the past 20 years we’ve been repeatedly told each new channel is going to solve our customer service problems. None of us would be here if this was the case.

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Watch This Space – The Power of Video

Watch This Space – The Power of Video

It’s no longer a debate, video is an unparalleled medium for communicating messages.

So much so, that the average viewer remembers 95% of a message when it’s watched, compared to just 10% when it’s read. (Medium.com)

So, if you remember one tenth of what you read here, remember this:

If you want to get something done, video how to do it.

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Shifting Left: The People Pleaser with Measurable Results

Shifting Left: The People Pleaser with Measurable Results

Shifting left is about bringing solutions closer to customers. This also means taking problems further away from skilled agents. The endgame for both parties is one bumper prize: more time.

In a perfect world, a successful shift left is solving a problem altogether.  No one needs to ask or answer a question at all. Because ideally, the answer’s self-explanatory.

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Communicate This

Communicate This

Sunshine, water, belly laughs, fresh air, running around, sleep.

Some of life’s single ingredients which solve mountains of problems.

Has anyone told you the vital one for business?

As it’s communication, let’s keep talking!

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Survey Tips - How To Design An Effective Survey?

Survey Tips - How To Design An Effective Survey?

People who think getting someone to commit to marriage is hard, clearly haven’t asked a customer to complete a survey.

Even if a customer says yes, we keep the champagne on ice, because many don’t stick around to answer the full questionnaire. Sadly, being jilted around the question 20 altar is not uncommon in surveyland. Appealing for the completed document can be a very short, somewhat crushing, engagement.

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What Is Customer Journey Mapping

What Is Customer Journey Mapping

Paolo Nutini once put some new shoes on.

In the world of customer journey mapping, he had the right idea. Our own pair simply won’t do.

Whether they are well-worn Doc Martens, mud splattered wellies, sun-cracked flip-flops or polished brogues, it’s the shoes of our various customers we need to walk in.

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Why aren’t we writing effective emails?

Why aren’t we writing effective emails?

It isn’t for a want of trying, that’s for sure. But here’s the harsh reality.

Even if you write a good email, imploring someone to read it is a whole different story.

For starters, we definitely shouldn’t use words like ‘implore’.

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Dealing in Digital Transformation

Dealing in Digital Transformation

There’s a reason contact centre is an ever more relevant term than call centre.

In the age of digital transformation, a basic phoneline HQ is a bygone concept.

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Localisation

Localisation

Picture the scene – a beachside restaurant in the south of France. A dazzling white terrace looks over the sparkling azure sea. French families sit quietly and all is calm. Suddenly the peace is shattered as a British family come stomping up the steps.

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Live Chat…all talk?

Live Chat…all talk?

Some love it, some hate it, and it has our agents juggling multiple customers at once.  Live chat divides conversation in more ways than one.

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Creating an effective Knowledge Base

Creating an effective Knowledge Base

The mind of a Contact Centre Manager is constantly whirring with ways to reduce agent workload whilst improving customer experience. An impossible task? I don’t think so. Behind every good agent is a solid and reliable Knowledge Base.

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Chatbots - should we believe the hype?

Chatbots - should we believe the hype?

Probably, yes. If you’re responsible for a contact centre and find your advisors listlessly answering the same, simple, non-specific questions every day then read on – a chat bot is likely to have a big impact on the efficiency of your operation.

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It’s not the technology – it’s the content!

It’s not the technology – it’s the content!

Investing in new Contact Centre technology is essential - but if our customers struggle to use this technology, getting a return on investment can be difficult.

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Mind Your Tone: The Importance of Tone of Voice

Mind Your Tone: The Importance of Tone of Voice

All of us have a brand voice, and in our experience the most successful companies have a single brand voice.

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Controlling Abandonment

Controlling Abandonment

When analysing the performance of our IVRs we must remember to distinguish between the 2 very different types of abandonment: positive and negative.

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The Power of Words

The Power of Words

In our previous blog, The 5 Influencing Factors, we discussed the importance language has in encouraging different responses from customers.

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Linguistics and Your IVR

Linguistics and Your IVR

Over the past decade new technology has driven new international markets – and a new culture. Customer service can be challenging at the best of times, but with customers now from many different cultures and nationalities, maintaining strong customer satisfaction becomes even more problematic.

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The 5 Influencing Factors: Get Better Results From Your Existing IVR

The 5 Influencing Factors: Get Better Results From Your Existing IVR

IVRs surely face more accusations of failure and poor performance than any other customer touchpoint. It seems every company aspires to a “good” IVR – and yet systems route callers to the wrong place, drive them to abandon mid-journey and leave agents transferring customers who simply chose the wrong options.

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Measuring Our Customer Journeys

Measuring Our Customer Journeys

The face of the digital landscape is changing, and at a rapid speed. Digital disruption now significantly impacts the way we communicate with customers every day. Plus, new technology means there is an overwhelming amount of data we can gather – and produced in a real-time setting.

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Adexchange Media Limited
Company number: 04344957

The Old Garage, Great Milton, Oxfordshire, OX44 7NP
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