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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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