Didn’t you get the email? We’ve changed!

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
Continue Reading →

Customer Co-Creation

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
Continue Reading →

True Skills Routing

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!
Continue Reading →

IVR Abandonment

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
Continue Reading →

Value Behind the Right IVR Persona

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
Continue Reading →

CX Coaching: One Year On Review

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’
Continue Reading →