8th April 2013 No Comments
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5 Ways To Improve Your Contact Centre
1.Simplify With so many different and often conflicting demands on the contact centre it strikes me that there is often a bias towards complexity in contact centre organisations. Take time out now and then, to group your problems around common …
10th March 2013 No Comments
Out of context? Why the financial services sector can benefit from integrating SMS, Voice and Web Chat
SMS, voice messaging and web chat will achieve little if they are not joined up and linked to routine business processes, but the financial services sector doesn’t seem to have realised this yet As innovative as financial services providers consider …
21st January 2013 No Comments
Big Data – The Emperor’s New Clothes
I have noticed a trend recently where suddenly Big Data is the Big Answer to everything. My issue is that while Big Data is real, and could be a great business tool, much of the conversation is chatter – and …
7th January 2013 No Comments
How Mobile Interaction is Redefining Customer Interaction
When it comes to mobile interaction we are in the middle of an industry shift from desktop applications and interactions to mobile applications and interactions. It is by no means certain what the end state will be, but one thing …
11th December 2012 No Comments
A Look at Interactive SMS Messaging
Marketing direct to consumers’ phones has long been viewed as a Pot of Gold for businesses. Both large and small companies can now have an instant connection with their customers, offering them the right message at the right time increases …
30th November 2012 No Comments
SMS Text Messaging in Debt Collections; A Case Study
VoiceSage offers technology solutions to companies from every field and sector. This recent case study deals with Vanquis Bank, and explains how automated voice and text conversations provided by VoiceSage have helped them to keep their business growing. Vanquis Bank …
27th November 2012 No Comments
Lean 5 – Design Process Enablement Based on Demand Functions
5. Design for Demand – Don’t standardize for the sake of it –  Pick the appropriate level of “Requisite Variety”. Customers want to “pull value” from your service. They are looking to “get something done”. But how much of an …
14th November 2012 No Comments
Lean 4 – Change is Emergent Not Planned, But Plan for Emergence
4. Change is Emergent, Not Planned: but you should plan for emergence. In the move towards Cloud Communications initial attention will be drawn to total cost differences from On Premises. Cloud costs in relation to storage, hosting of data, …
29th October 2012 No Comments
Lean Service – Part 3 – Practitioner, Measure Thyself…
Looking at some of the principles of Lean Thinking to see what we might be able to apply to the customer service environment has led me down some fruitful paths. Today, I was at the supermarket and was faced with …
13th October 2012 No Comments
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How to Escape the Enchantments of Corporate One-Derland
This is business today: As a manager, you focus on one area – and you know chapter and verse on this one area. This one area’s P&L is all that matters. So, in far too many modern enterprises, the reality …