Is empathy dead?

Posted on Leave a commentPosted in Consumer Psychology, Customer Experience

Is Empathy Dead? It’s blog time again and we’re asking the tough questions. Is empathy dead? Recently we looked at the modern contact centre and asked “Are we losing our humanity?” The shift to chat and social channels certainly has changed the landscape in which we connect with our favourite brands, and it has also […]

Are we losing our humanity?

Posted on Leave a commentPosted in Consumer Psychology, Customer Experience, Customer Insight

    The social age Connecting with consumers online is now a expectation in customer service. In fact we have expectations down to response times. An extract from the 2015 Eptica Multichannel Customer Experience Study shows that for the majority of customers you have 6 hours to respond. Twitter is the fastest environment where not responding within […]

Why you need a UX Strategy

Posted on Leave a commentPosted in Business Optimisation, Consumer Psychology, Customer Experience, Customer Insight

There has never been a more exciting time to be in business. Competition is fierce, changes are coming and it’s our job to make sure we come through stronger and with more opportunities. Adopting a culture of innovation and creativity is what will lead many businesses to success. UX Strategy Disruption will come from some form of knowledge […]

The true Voice of the Customer

Posted on Leave a commentPosted in Analytics, Consumer Psychology, Customer Experience, Customer Insight, Speech Analytics

What is the most critical factor in brand profitability? We think it’s the loyalty expressed by your customers. Customer satisfaction is a very fluid measure, easily impacted by the most recent experience with your contact centre. Proactive analysis and strategies for handling dissatisfaction will help keep it from becoming systemic.   But, how well do […]

Improve Customer Experience by Talking The ‘Customer ‘Speak’ Language

Posted on Leave a commentPosted in Business Optimisation, Customer Experience

What customers want Customers don’t want you to have to think about what you mean they simply want to have a conversation with you in day to day language we use to communicate with each other. You will understand the customer’s enquiry, needs and ultimately achieve the best outcome with that customer. We believe in keeping […]

How Speech Analytics is used to improve First Call Resolution

Posted on Leave a commentPosted in Analytics, Business Optimisation, Customer Experience, Customer Insight, Speech Analytics

Image Credit: kindra murphy How Speech Analytics is used to improve First Call Resolution   One of our recent posts identified First Call Resolution as one of the many reasons call centres are turning to speech analytics. Today we’re going to expand on how exactly speech analytics is used to target and improve First Call Resolution. […]