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5 Top Tips to Improve Customer Service In Your Call Centre

Posted On: 13 November, 2015

Great customer service can help your business in so many ways. It can help exceed customers’ expectations of your company, boost your sales and help keep customers loyalty.  When it isn’t face to face it can be difficult to get the right tone and provide the same kind of one to one customer service that […]

Child listening
Customer Effort Explained and the Top 3 Tips to Reduce it

Posted On: 17 December, 2014

What is customer effort? We live in a complex society today. People have less free time, and they are very mindful and protective of the little time they have. We read a lot about building the perfect customer experience but less about the concept of “customer effort” Customer effort put simply is how much trouble […]

Customer Satifaction Surveys Best Practice
Measuring customer satisfaction is not an option it’s essential

Posted On: 19 August, 2014

Communicate, question and develop relationships Although the Internet has global possibilities, personal relationships have, ironically, never been more important. Power has been surrendered to the consumer like never before therefore customer satisfaction is essential to a profitable business. People have the option to look around and find another service, product or provider and they know […]

Happy Customers
Customer satisfaction, coffee and revenue generation

Posted On: 11 August, 2014

Customer satisfaction, coffee and revenue generation What makes you happy with any purchase you make? What prompts deep and meaningful customer satisfaction? Think about your local coffee shop. How do you feel when they say, ‘Hi John, we hoped you’d pop in today. Is it your usual or do you fancy trying one of our […]

Happy Employees
Employee Satisfaction and Happy Customers – Is there a link?

Posted On: 8 April, 2014

A widely researched topic in the customer service industry joins together customer loyalty and employee satisfaction. Case studies and company profiles often show that for employees to provide not just good customer service but great customer service—they must first be driven by loyalty and enthusiasm from their employer. In other words, you can’t force devotion or […]

Happy Customers
Debt Collection – Treating Customers Fairly (TCF)

Posted On: 29 September, 2013

The debt collection industry is embracing change in a way that may be surprising to outsiders and it is due predominantly to the recent introduction of the FCA and its principles. At the core of the FCA’s new principles the principle of ‘treating customers fairly’ (TCF). This principle underpins the new regulation is the focus of the […]

Customer Satifaction Surveys Best Practice
Customer satisfaction surveys best practice

Posted On: 15 September, 2013

 Customer Satisfaction Surveys best practice There are many ways in which our clients obtain customer feedback including Interactive Voice Messaging (IVM), IVR, 2 way SMS, Email/Web, in store and via direct mail.  No matter which channel is used, below is some best practice tips when carrying out customer satisfaction surveys. 1.  Always make clear what […]

Collections
Improve Debt Collection Strategy

Posted On: 21 July, 2013

Debt Collection Strategy Typically we find that our clients are looking for ways to improve their debt collection strategy.  After spending many hours as a consultant to our clients or perspective clients I have come up with the following top 5 tips to improve debt collection strategy: Make it easy for customers to make payment […]

Happy Customers
5 Common Questions About Customer Experience Management

Posted On: 21 April, 2013

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 […]

Old Phone
Using Interactive Voice Messaging to Boost Your Business

Posted On: 4 March, 2013

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.

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