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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
0 Comment
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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Fact Book

March 26, 2015
by Richard
contact centre, customer experience, fact book, process mapping, savings, time in motion
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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
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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
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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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IVR Design Mistakes

June 14, 2013
by Richard
contact centre, customer experience, IVR, skills based routing, speech
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How do IVRs end up so horrible? The greatest challenge when designing an IVR is to ensure that it doesn’t get left to grow literally from requirements. The problem here is that requirements rarely, if ever, have business logic, complexity or priority locked into them. Developers
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Portfolio

Recent Posts

Customer Co-Creation
Mar 23, 2017
True Skills Routing
Nov 23, 2016
IVR Abandonment
Mar 07, 2016
Value Behind the Right IVR Persona
Feb 10, 2016

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