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SusannahR
Member Since: 21st Dec 2010
Blogger
SusannahR
Marketing Director mplsystems
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30th Jun 2014

Does the introduction of Visual IVR have the potential to transform the customer experience?

By now I am sure we all know what IVR is and have experienced it at some point in our lives. It’s the “interactive voice response” system...
Blog
28th Apr 2014

Getting social customer service right - still some way to go

When I contacted my utility company via Facebook about an issue I had with my meter reading, I was annoyed to get an instant reply asking...
Blog
10th Apr 2014

Is social media confusing customer service?

Major businesses are complaining that Twitter is causing confusion and being used unnecessarily for customer service, wasting businesses...
Blog
25th Nov 2013

How to…maintain customer service levels across channels

Did you know that nearly 70% of customers will leave a business if they don’t receive the customer service they expect? Further to this,...
Blog
18th Nov 2013

How to… Reduce Customer Effort in 4 steps

We have seen how more and more companies are recognising the need to reduce the amount of effort customers must put in to deal with them...
Blog
4th Nov 2013

Don't replace everything - make the most of what you've already got!

One of the reasons why organisations find it hard to draw together the different elements they need to deliver truly joined up customer...
Blog
10th Jul 2013

Putting Big Data to work in the contact centre for seamless customer experiences

For many customer service technology professionals, the Big Data debate can be confusing – often failing to look much further than data...
Blog
13th Jun 2013

Three ways to speed up your e-mail responses

How quickly do you answer e-mails that arrive in your inbox? How does it compare to your competitors? Is it quick enough? Research we...
Blog
29th Jan 2013

The rise of web chat

Imagine two agents sitting side by side in a contact centre. One is hard at work on the phone, taking customer call after customer call...
Blog
29th Jan 2013

The Cloud comes of age – at last!

Until now the idea of shifting a contact centre’s IT function offsite and locating it in the Cloud has been an exciting one, but one that...
Blog
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