Stop karate chopping your customers
Improve the CX

Stop karate chopping your customers

Karate Chopping your customers is when you push someone to self-service without offering to help first – it’s poor form as Daniel Ord explains.

The change role of the contact centre
Improve the CX

Changing role of the contact centre

There is no question the role of the contact centre is changing as customer preferences change – which is why we recommend this one key process.

Customer Service Tips for Millennials
Improve the CX

Customer service tips for millennials

These customer service tips for millennials will help you improve the Customer Experience for what is now the most dominant spenders on the planet.

Proactive customer support explanation
Improve the CX

What is Proactive customer support?

Proactive customer support is a term we are starting to hear more often and it promises to deliver an improved level of service for your customers. We explain what it is and why you should be doing it.

Improve the CX

9 Recommendations for implementing NPS

If you are using, or thinking of implementing NPS (Net Promoter Scores) we share 9 recommendations for implementing NPS Into your business to measure (and improve) the customer experience.

How to improve first call resolution
Improve the CX

How to improve First Call Resolution

Its one of the key drivers of customer satisfaction so we share some tips on how to improve first call resolution along with some help on how to measure FCR.