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...
Five Lessons Learnt from Customer Leaders at the Chief Customer Officer Forum
The real value of connecting properly with customers The theme of the 34th meeting of the Chief Customer Officer Forum in October was...
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...
Omni Channel Now It's a Reality - but Still Harder Than it Sounds
One impact of the COVID-19 pandemic on many businesses is that lock downs and restrictions changed the availability of certain channels...