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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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