About Julian Mead

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So far Julian Mead has created 20 blog entries.

The Digital Journey – Working Together for a Better Customer Experience

Organisations are constantly looking for ways to improve the customer experience and keep consumers happy. However, this has become increasingly complex as digital devices have changed the ways in which individuals expect to interact with businesses and Local Authorities. With this in mind, we take a look at how the digital journey can be enhanced by adapting to changes in [...]

2019-05-13T14:54:22+00:00April 30th, 2019|

How Much Does a Chatbot Cost?

When considering investing in new chat technology, there’s an understandable focus on chatbot cost. However, the potential financial benefits often go unmentioned. Here, we take a look at whether you can afford to invest in a chatbot, then ask whether you can afford NOT to invest.As always, cost is dependent on qualityIt may be a cliché, but with chatbots, you [...]

2019-04-23T12:10:18+00:00April 23rd, 2019|

8 Ways for Local Authorities to Ease the Pain of Peak Contact Times

All Local Authority (LA) contact centres struggle with a surge in demand at some time or another. But it’s simply not cost-effective to staff contact centres to handle high demand if those employees aren’t required for most of the rest of the year. Consequently, it’s necessary to consider other ways to ease the pain of peak contact times. Here, [...]

2019-04-05T07:57:16+00:00April 5th, 2019|

11 Problems With IVR Systems (and how to solve them)

Interactive Voice Response (IVR) is now an essential component of all modern contact centres. It helps cut costs, is available 24/7, ensures human agents are deployed more efficiently and allows customers to self-serve. However, IVR can also be problematic. If you don’t get it right, you’re likely to frustrate and anger customers. Considering that 89% of consumers have switched their [...]

2019-03-28T14:55:57+00:00March 28th, 2019|

First Contact Resolution – The Ultimate Guide to Achieving It in 2019

First Contact Resolution (FCR) is one of the most important metrics you’ll utilise in the customer service environment. Customers want to have their problems resolved at the first time of asking and typically consider any customer service that requires multiple interactions to constitute poor service. This means customer satisfaction often depends upon FCR. Consequently, we thought it would be a [...]

2019-01-30T15:25:26+00:00February 5th, 2019|

Channel Shift and CRM Integration: 5 Best Practice Rules to Get It Right First Time

Customers prefer businesses that they can trust and, as we all know, trust is earned not given. Customer trust is dependent on a business' ability to act in authentic, empathetic, and reliable ways. In other words, a customer's trust and loyalty are earned by appealing to them in a manner that is more than transactional. It can't solely be about [...]

2019-03-05T09:41:26+00:00December 26th, 2018|

AI and Agents Working in Harmony: 7 Steps to Success

To many modern customer service employees, AI is a problematic idea. In most cases, this is because AI agents have long been thought of as operating in opposition to human agents. It’s one or the other. A battle for survival. The stereotypical concern is that AI is here to take over jobs. However, in a healthy, high-performance contact centre, AI [...]

2019-01-30T15:24:31+00:00December 18th, 2018|

Customer Satisfaction Survey Questions: What You Should Be Asking

Customer satisfaction survey questions are an excellent means of improving your service provision by identifying what it is you do well and what you could do better. However, the survey process can be vastly improved via the use of new, interactive digital technologies. Chatbots and AI systems, in particular, are having a dramatic impact on how business go about doing [...]

2019-01-30T15:24:15+00:00December 13th, 2018|

The Top 10 Complaints About Customer Service

If you’re looking to improve your customer service provision, it’s important you understand what customers find frustrating about your existing service. To do this, you’ll need a list of common complaints. To give you an idea of where most businesses struggle, we’ve collected 10 of the most common customer service complaints heard in contact centres across the country. The issue [...]

2018-10-30T09:55:45+00:00November 6th, 2018|
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