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.
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’.
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.
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.
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.
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.