Understanding Your Customers is More Critical Than Ever, But Why?

Posted by Rant & Rave

Getting good service isn’t enough for customers. In fact, excellent service won’t always meet their needs and expectations if you don’t truly understand what drives and motivates your customers.
Read More June 23, 2017

Topics: Customer Experience

The Power of Voice-Based Feedback in 2017

Posted by Rant & Rave

Rather than simply inputting feedback through a keyboard, phone or tablet, there’s nothing more natural than simply speaking your thoughts - voicing your feedback directly to a brand.
Read More June 22, 2017

Topics: Customer Feedback, Amazon Alexa

Four Contact Centre Metrics to Uncover Hidden Insight

Posted by Rant & Rave

Contact Centre's typically focus on transactional metrics that measure cost and efficiency, such as average call handling time and serice level response time.
Read More June 16, 2017

Topics: Contact Centre, Metrics

How to Use Feedback to Get into a Deeper Dialogue with Customers

Posted by Rant & Rave

Brands can be guilty of making feedback requests that are too broad or irrelevant to their customers.
Read More June 14, 2017

Topics: Customer Feedback

5 Steps to Engage Senior Execs With Your Customer Experience Plans

Posted by Rant & Rave

According to Forrester, 90% of customer service decision makers believe that delivering good customer service is vital for their company to succeed. But, to make this happen, support from senior...
Read More June 9, 2017

Topics: Customer Experience

Empowering the Frontline: Creating People to People Connections

Posted by Rant & Rave

Enabling your customers and your Frontline teams to connect together in a meaningful way is essential.
Read More June 7, 2017

Topics: Contact Centre, Frontline Engagement

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