Posted by Rant & Rave
A question we often hear people in the CX community ask is: “Why is my Voice of the Customer programme not going to plan?” Now, to be honest, this question is a tough one to crack. Part of the...
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September 30, 2016
Topics:
Voice Of The Customer
Posted by Rant & Rave
This was the old process for giving employees feedback: meet with them once a month for an appraisal (or, maybe, just once a quarter) and tell them how they’re getting on… and that’s it.
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September 28, 2016
Topics:
Contact Centre,
Employee Engagement
Posted by Rant & Rave
This year marked our third Customer Engagement Raveolution, so we decided to look back on the last three years and all the different types of organisations we’ve worked to identify three things that...
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September 26, 2016
Topics:
Customer Experience
Posted by Rant & Rave
We all know it’s incredibly easy to have good intentions. However turning these intentions into actions is a completely different matter. Consider some of the typical resolutions or expectations we...
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September 21, 2016
Topics:
Customer Experience,
VoC
Posted by Rant & Rave
Many advisors working in a Contact Centre will handle upwards of 100 calls a day. They may not remember the individual calls, but for the customers phoning in, the call could be the most important...
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September 20, 2016
Topics:
Contact Centre,
Employee Engagement
Posted by Rant & Rave
Your frontline agents are the face and voice of your brand. They’re the ones who are responsible for delivering great customer experience - day in, day out. This means we know how important it is for...
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September 20, 2016
Topics:
Frontline Engagement
