Five Forms of Friction Fighting
Five proven techniques to follow a frictionless strategy Summary In our last paper we argued that removing friction for customers was a...
2021: The Year in Review through our White Papers
2021 White Papers Recap It’s always interesting looking back over the year to see if a theme emerged in our white papers or whether the...
Solutions to Common Resolution Obstacles
Three key methods to increase satisfaction from resolution In part one of this paper (see “The resolution holy grail”) we described how...
The Resolution Holy Grail
The First Contact Resolution Conundrum When a customer picks up the phone, starts a chat, sends an email or heads to a branch, they do so...
Right on Queue - Management's role in killing queues and backlogs
Queues and backlogs seem to be part of life. Much effort in customer facing parts of businesses is focused on measuring, minimising and...
2020 Accelerated the Future of Customer Contact
Why 2020 Boosted Contact Centres and Digital and What Happens Next None of us saw it coming Everything “Digital” had a major boost in...