About Julian Mead

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So far Julian Mead has created 16 blog entries.

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|

T-Mobile Have Killed Their IVR – Should You Do the Same?

T-Mobile says goodbye to IVR In August, T-Mobile very publicly announced that they would be doing away with its IVR systems in an effort to banish ‘customer service hell' to the dustbin of history. They were so happy with this move that they created a long-form advertisement to ensure everyone knows about their decision. The cynics amongst us may question [...]

2018-10-30T09:56:14+00:00October 30th, 2018|

Chatbots Lend a Helping Hand: 7 Ways Chatbots Are Helping Us in Our Everyday Lives

In recent years, there's been a lot of excitement surrounding the potential applications of chatbot technology. As a growing number of businesses have adopted chatbots in an attempt to drive greater efficiency in their customer service departments, there's also been an increase in the development of chatbots aimed at doing some social good. As Inform Comms have just launched their [...]

2018-10-09T10:35:58+00:00October 9th, 2018|

Chatbot or Human? When to Choose the Right Option for Customer Service

In 1896, an Italian economist, Vilfredo Pareto, published a paper that demonstrated that around 80% of the land in Italy was owned by the wealthiest 20% of the population. He went on to carry out further studies and discovered that this ratio also applied to many other countries. Long after Pareto passed away, reports revealed that global wealth distribution follows [...]

2018-10-09T10:39:25+00:00October 2nd, 2018|

How to Reduce Your Call Abandonment Rate – in 15 Steps

A high call abandonment rate is one of the most significant problems encountered in modern contact centres. At a time when customer satisfaction is such an important consideration for businesses of all types and sizes, having a high abandonment rate is an indication that not all is as healthy as it should be. Generally, an abandonment rate of 5% or [...]

2018-08-30T12:18:47+00:00August 28th, 2018|
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