Articles by Rodney Laws

About Rodney Laws

Rodney Laws is an eCommerce platform specialist and online business consultant. He’s worked in the eCommerce industry for nearly two decades, helping brands big and small achieve their business goals. For tips, advice, and eCommerce reviews, reach out to Rodney on Twitter.

4 UX Elements That Win Customer Trust

February 9, 2021 Last Updated: February 10, 2021
Rodney Laws

Learning how to win customer trust is a sure-fire way of improving business outcomes so we’ve got 4 UX elements you need to get right.

How Machine Learning can improve Customer Service

How Can Machine Learning Improve Customer Service For Your Business?

May 18, 2020 Last Updated: May 20, 2020
Rodney Laws

Three examples of how Machine Learning can improve Customer Service and drive efficiencies in your business using technology like Artificial Intelligence.

3 Tips on using technology to improve the customer experience

How To Use Technology To Improve The Customer Experience

January 15, 2020 Last Updated: January 20, 2020
Rodney Laws

The expectations of customers continue to rise so we look at 3 examples of how you can use technology to improve the customer experience.

Why An Omnichannel Contact Centre Is Crucial To Ecommerce Success

September 24, 2019 Last Updated: November 17, 2019
Rodney Laws

Learn why having an omnichannel contact centre can give you an edge in the modern digital age with customers choosing multiple communication channels to engage with businesses.

Changing role of the contact centre

November 30, 2016 Last Updated: November 10, 2019
Customer Experience: its just another term for Customer Service… isnt it?

February 9, 2015 Last Updated: September 19, 2020
The real secret to a sustainable CSATScore

February 28, 2018 Last Updated: March 10, 2020

Understanding Erlang C for call centres

September 21, 2018 Last Updated: June 21, 2021

A great podcast to fast-track your learning of the Erlang C formula that is used to calculate workload and service levels in a call centre. Fundamental to all call centres!

The false economy of a customer retention strategy

False economies of a Customer Retention Strategy

February 6, 2017 Last Updated: June 21, 2021

Customer Retention is a tactic widely used by companies across the globe but is it just a false economy that actually creates disloyalty with customers?

The future of call centre outsourcers in Australia

March 23, 2017 Last Updated: June 21, 2021

With another closure of an Australian BPO recently we asked senior call centre BPO industry leaders what is the future of call centre outsourcing in Australia? The honest and frank assessment provides some good insight into how the BPO industry is evolving to remain relevant and competitive.

Articles by Rodney Laws

4 UX Elements That Win Customer Trust

How Can Machine Learning Improve Customer Service For Your Business?

How To Use Technology To Improve The Customer Experience

Why An Omnichannel Contact Centre Is Crucial To Ecommerce Success

Call Centre Hold Music and IVR Recordings

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