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Whilst many businesses rightly concentrate on external communication, making sure customers and prospects are adequately serviced, in many cases good practices here can be badly let down internally. How many times can a reasonably simple customer request become difficult to satisfy, just because you can’t get hold of the right person or the right piece
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The increasing speed of technology has bred impatient and demanding customers who want to interact quickly, get answers and make purchases efficiently. Whilst the Internet has accelerated this facility in general terms, the pandemic and the lingering WFH phenomenon seems to have led to longer call times, difficulty in getting answers and ultimately consumer frustration
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Many customer journeys may start online, but when they are unable to reach a resolution, or the interaction becomes complex or frustrating, that journey changes … and they pick up the phone. Why? Because they are seeking the reassurance of human engagement to help them. They make a conscious effort to reach out, investing their
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