Customer Service

What Does Your Call Abandon Rate Really Mean?

The definition of Call Abandon Rate is simple; It's the percentage of calls which come into the contact centre but are abandoned by the caller before reaching an agent.  If X is the number of calls handled by agents, and Y is the number of calls coming in, then your call abandonment rate is (1-(X/Y))*100. Understanding the [...]

June 15th, 2015|Customer Experience, Visual IVR|

Customer Power: How to Turn Threat Into Opportunity

There’s an arms race going on in consumer technology right now. Devices and features are evolving so fast, it’s almost impossible to keep up. But more importantly, at least for business - and especially for contact centers -there’s a change in the way consumers are using technology. They’re not pointing it at their friends any [...]

April 1st, 2015|Customer Power|

Customer Power: Help, A stranger just seized our boardroom agenda!

Imagine your next meeting with other senior executives. All seems normal until an unfamiliar face enters the room – and starts to circulate their agenda. Wild thoughts race through your mind ... have I missed something? ... Have we been taken over? ... Is someone else in charge now? In many ways, the answer to [...]

February 25th, 2015|Customer Experience, Customer Power|

Customer Power: Who’s holding all the power in your relationship?

Is Customer Power Leaving You Brokenhearted?  With February being the month of Valentine's Day, here's a fanciful scenario to ponder. Supposing your long-term 'significant other' becomes much richer and more powerful than you – when the opposite used to be true? Suddenly, they've got a far better car, an impressive new apartment and wads of [...]

February 12th, 2015|Customer Power|

Agent Desktop: Struggling With Your Thick Client?

Most organizations need to manage agents with differing skill sets, servicing different business processes. Thick client desktops offer a solution but can be complex, costly and cumbersome. The relationship between the Customer and your agent is the core of their customer experience. A more flexible approach to agent desktop Giving the right tools to your [...]

July 9th, 2014|Agent Desktop|

Customer Service: Success in Selling Starts with Hearing the Telling

As I stepped out my front door recently, I nearly trod on a GPS windshield mount (the kind with the giant suction cup that loses suction at the most inopportune moments) that someone had left on my front step. I don’t own a GPS other than Google Maps on my iPhone. Someone clearly thought it [...]

April 22nd, 2014|Contact Center|

Voice Biometrics: What is it and how can it help your business?

More than one customer has asked us this recently, so we thought we’d take this opportunity to clarify the capabilities of Voice Biometrics technology for the Contact Center. Voice Biometrics can confirm the identity of a person by comparing their voice to a stored model or “voiceprint” – similar to a fingerprint, and even more [...]

April 17th, 2014|Voice Biometrics|

0845: Customer Service Lines are Changing For The Better

From the 13th of June 2014 it will be illegal to provide an 0845 number for a customer service line in the UK. Businesses as a legal requirement will have to provide a standard rate number as part of their customer service lines (for example an 01, 02 number) this is a result of 63,000 [...]

March 13th, 2014|Contact Center|


My IVR is up, and customers are responding to prompts—with voice and DTMF. My agents are taking calls. And I haven’t the foggiest idea what they’re doing in that “black box”. IVR Reporting can be challenging at the best of times.  Everyone Wants Something Different So let’s start by being fair. IVR reporting is a giant [...]

February 26th, 2014|Reporting|

Customer Satisfaction: The 12 Trends That You Should Be Paying Attention To

We're in the Age Of The Customer, which means senior management are not in control of how customer-centric their businesses are, but customers are. To keep customer satisfaction and loyalty to your brand, Forrester have identified the top 12 trends for customer satisfaction and loyalty that you should be paying attention to in 2014. DELIVER [...]

February 13th, 2014|Customer Experience|