CONTACT CENTRE CHANGE MANAGEMENT – Didn’t you get the email? We’ve changed! Yep – so many change plans fall to the lazy email – a BIG #FAIL! Why is change management so tricky?  It should be pretty simple, right?  You only need to change the behaviour of several hund

Are you just ‘ticking the box’? As customer experience (CX) professionals we all claim that we put our customers ‘at the heart of what we do’ but can we really put our hand on that heart and say that we really do?  What I mean by this is do we ask our customers and agents and other em

Playing to Agents Strengths Over many years the role of the Contact Centre Agent has been evolving and now, more than ever before, having the right people strategy is key to offering a differentiated service (and quite frankly delivering a planned service experience at the right cost!

Just recently we were contacted by a business concerned about their IVR abandon rates. This firm was experiencing 20% abandon rates at the start of the IVR, not such a good thing considering that these are generally all prospects and mostly stimulated by costly TVC to call. The cool t

In the world of IVR there are only a few moveable parts. The prompting is critical, relevance is important, progress is vital, but what about the persona? Well, yes, a poor persona can still get the job done, and probably won’t destroy your brand too much (most organisations tol

We were recently asked to assist with a one year on review of the CX Coaching for Results that we deployed with a large government organisation. We had already highlighted that “Embedding behaviours takes more time than you would expect, and just because you tell them to do it, doesn’

There is a lot of mystery surrounding voice biometrics, particularly in relation to performance. Unfortunately what dominates most anecdotal stories is the enrolment numbers. While these are obviously critical to the end result, the true value is only realised from the verification su

When you start your due diligence on voice biometrics a few good lessons can be gained from early speech recognition implementations (actually you’ll still find plenty like this today). These speech systems were put in as a step-change where the experience would leap over the lo

Inland Revenue surpassed 400,000 enrollments into voice biometrics early on its its first year of operation and the growth continues. Not only did it fly past 1M enrolments in 2014, it still grows and now well over 1 in 3 NZer’s now have a voice biometrics voiceprint. But even m

The logic behind developing a detailed customer transaction fact book is that every customer contact can be explained through root cause analysis. A time-in-motion study allows the business to understand contacts by specific type, volume, cost and customer impact. With this knowledge