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What is it? Customer Experience Management allows organisations to manage their customers’ experiences with the ambition of improving customer experience to increase market share and retention. To measure customer experience, companies need a framework that tells them not only how good their customers’ experiences is but also how to improve them and what benefits to [...]

Interactive voice messaging has been around since the 1990′s, and in that time it has brought tangible benefits to countless businesses and organisations. Here, we take a look at some of the ways you can use it to benefit your own business.

Interactive voice messaging allows companies to make outgoing automated calls with interactive features, such as tailoring the content to a specific recipient, or offering them options as to what to do next.

In order to measure and improve customer satisfaction we need to first ask our customers for their feedback on our services. In order to improve, we need to hear their thoughts, gripes and their compliments. In addition we need to build a picture of the feedback across a wide sample of our customer base to [...]

CSAT is a straightforward measure of client satisfaction and loyalty that tells us the extent to which a customer would recommend a product, company or service to friends and family. Industries such as Utilities, Telecommunications, Financial Services, and Retail often use this survey after a sales transaction, a service appointment or an inbound call to [...]

Positive customers are proven to recommend to friends and their families; this is the strongest marketing channel your company can have and the most cost effective. Negative customers however are disengaged with your brand and can have a multitude of damaging effects on your business. All organisations will have customers that aren’t completely happy, no [...]

Cast an educated eye around the internet and you’re bound to find companies restating their business mission statement for 2013. But if the New Year precipitates a rethink of core values, then it’s often the case that customers have expressed dissatisfaction with service over the previous 12 months. Nowhere is this more evident that in [...]

Self Service Trends Self service came to prominence a few years ago and shows no sign of slowing down. In a similar way to mobile applications, self-service solutions enable customers to take charge of their own accounts and day to day experience.  Self service solutions range from making payments, submitting meter reads, providing feedback, viewing [...]

1.       Tracking key metrics through Customer Feedback Collecting customer insight using real time customer feedback applications means organisations can instantly measure metrics such as Net Promoter Scores, agent performance and Customer Effort Scores. 2013 looks set to be the year when major organisations really start to embrace the link between offering a high quality customer [...]

How to improve contact centre agent performance 1.      Set up a CSAT, NPS or VoC programme Immediately by setting up a Customer Satisfaction (CSAT), Net Promoter Score (NPS) or Voice of the Customer (VoC) programme you will see an increase in agent performance.  Once agents realise they are being monitored they will begin to perform [...]