27th March 2014 No Comments
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How to Avoid Customer Conversation Ping Pong
Have you played customer conversation ping pong today? I phone you, you’re not there, I leave a message, you pick up the message, you phone me back, now I’m not there, you leave a message, I phone you back, you …
25th March 2014 No Comments
Are You Dealing Properly with The Elusive Customer?
Customers are getting very good at avoiding calls. Especially if you want to talk to them about what they owe. Nobody wants to talk about debt. It is a difficult conversation to have. And what clients keep telling me is …
11th March 2014 No Comments
Customer experience: Using data to get better acquainted with your customers
One of the great things we can say we have done as a company is apply understanding of what works for one customer to another – helping customers to improve customer experience by having the right data, communicated in the …
3rd March 2014 No Comments
What Will Omni-Channel Customer Experience Look Like In Practice?
One of the big challenges right now in marketing is multichannel, cross-channel, omni-channel customer experience– the need to integrate customer outreach via mobile, the Internet, phone, SMS and the growing range of smart connected devices. Omni-channel means different things to …
24th February 2014 No Comments
Big Data Won’t Happen if People Can’t Use the Apps
Guest post by Graham Brierton for Big Data Republic As we move from a busy 2013 for big data and into what is shaping up to be an even bigger year — with IDC telling us that the big data …
14th February 2014 No Comments
Getting Big Data off PowerPoint and into the Business
Guest post by Graham Brierton for Big Data Republic Something we don’t talk about when we talk Big Data is the environment it works in. That bothers me because Big Data means nothing without a context. That means we have …
6th February 2014 No Comments
Text Messaging in Collections – Allowing Agents to Collect More
Texting in collections, is starting to deliver huge benefits – in terms of improved efficiency, better use of call centre agents’ time and late stage repayment deals with customers. So why is text messaging in collections working so well? A …
31st January 2014 No Comments
Staying Ahead of the Game in Delivering Advanced Call Centre Technologies
Blending the right set of vendor capabilities to deliver compelling customer contact solutions customers will want to buy. Staying one step ahead of the competition in delivering advanced call centre technologies is not as hard at it sounds. The call …
28th January 2014 No Comments
Getting the most out of your Customer Conversations
Last time, I talked about ‘insight for action’(Enriching Customer Conversations with what you already know’?) and how VoiceSage is helping clients get ever more effective in their customer outreach and engaging in more effective customer conversations by continuously learning from …
21st January 2014 No Comments
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How to Avoid Customer Conversation Ping Pong
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