Frictionless ticks all the boxes
Why all consumer facing organizations should try to be Frictionless – because it is better for customers and cheaper Summary: This paper...
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...
The Easiest "Ease of Doing Business" Score
Why Every Organisation should have CPX in their Annual Report The “Only” Thing You Need to Measure May Be Easier Than You Think Customer...