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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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