/Julian Mead

About Julian Mead

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So far Julian Mead has created 14 blog entries.

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. [...]

By |2018-12-18T11:51:53+00:00December 26th, 2018|Channel Shift, Customer service, Technology|0 Comments

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 [...]

By |2018-12-18T11:52:45+00:00December 18th, 2018|AI, Channel Shift, Customer service, Technology|0 Comments

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 [...]

By |2018-12-18T11:13:44+00:00December 13th, 2018|AI, Chatbots, Customer service|0 Comments

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 [...]

By |2018-10-30T09:55:45+00:00November 6th, 2018|Blog, Customer service, Digital self service|0 Comments

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 [...]

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 [...]

By |2018-10-09T10:35:58+00:00October 9th, 2018|Blog, Chatbots|0 Comments

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 [...]

By |2018-10-09T10:39:25+00:00October 2nd, 2018|Blog, Channel Shift, Chatbots, Customer service, Digital self service, Uncategorized|Comments Off on Chatbot or Human? When to Choose the Right Option for Customer Service

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 [...]

By |2018-08-30T12:18:47+00:00August 28th, 2018|Blog, Channel Shift, Customer service, Data, Uncategorized|0 Comments

10 Ways You Can Improve Communication For a Better Business

If you’re looking for a way to better your customer communications, the first step is to look at the ways customers perceive your services and where they think they could be improved. Though every business is different, and each will have to work on a unique aspect of their customer service system, there are several [...]

IVR Testing: The Complete Checklist

Interactive Voice Response (IVR) technology is an incredibly popular means of automating customer contact services. Not only does it free up human agents to deal with more pressing business concerns, it can also cut call waiting times, and increase customer satisfaction ratings. However, IVR systems need to operate perfectly if you’re to fully realise the [...]

By |2018-06-29T12:19:43+00:00July 17th, 2018|Blog, IVR|0 Comments
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