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Customer Co-Creation

March 23, 2017
by Hayley
agent, agent competency, AHT, change management, coaching, contact centre, customer experience, skills based routing, training
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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
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True Skills Routing

November 23, 2016
by Hayley
agent, agent competency, AHT, change management, coaching, customer experience, savings, skills based routing, speech, speech recognition, training, transformation
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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!
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IVR Abandonment

March 07, 2016
by Richard
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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
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Value Behind the Right IVR Persona

February 10, 2016
by Nandini
IVR, persona
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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
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CX Coaching: One Year On Review

June 23, 2015
by Richard
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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’
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Demystify Voice Biometric

June 05, 2015
by Hamish
contact centre, IVR, Self-service, speech recognition, voice biometrics
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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
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1 in 3 Kiwi’s Enrolled in Voice Biometrics

April 05, 2015
by Richard
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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
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Didn’t you get the email? We’ve changed!

July 23, 2014
by Hayley
agent, change management, coaching, service
0 Comment
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
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Protected: Voice Biometrics as a Game Changer

June 25, 2014
by Richard
voice biometrics
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“How Can I Help You” at Lloyds

May 04, 2014
by Hamish
agent, change management, contact centre, customer experience, IVR, Self-service, skills based routing, speech
0 Comment
Flare Design, recently caught up with John Carr and Andrea Ayres in the U.K, to discuss Lloyds Telephone Banking transformation program and the, now embedded, open speech navigator. John Carr said “The open speech navigator was the first of several initiatives that target improving th
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