Blogs
Top 12 CX chatbot mistakes
BLOG: 23 MAY 2022 – If you’ve implemented a chatbot that hasn’t worked as intended, it’s probably for one of these reasons.
May 22, 2022
Blogs
Blogs
Key CX challenges in the travel sector – and how to solve them
BLOG: 03 MAY 2022 – As the travel sector recovers lost ground post-Covid, it faces significant customer experience challenges. We discuss how to solve them…
May 3, 2022
Blogs
Why digital transformation needs to focus on more than just digital
BLOG: 04 APR 2022 – Is it all just about technology when it comes to smoothing out the disruption caused to customer contact during Covid? We say No, find out why…
April 4, 2022
Blogs
Has Covid really driven digital transformation in customer contact operations?
BLOG: 18 MAR 2022 – There’s been a lot of talk about how Covid has accelerated digital transformation plans within UK customer contact operations. But has it? We take as look …
March 18, 2022
Blogs
Why your CX could be doomed to fail in 2022
BLOG: 02 FEB 2022 – While compiling an article on the major trends in 2022 for CX and contact centres, I realised there is really only one statistic that matters. Discover what that is here…
February 2, 2022
Blogs
Key consumer trends for contact centres and CX professionals in 2022
BLOG: 26 JAN 2022 – This article discusses the most significant consumer trends from a selection of leading recent CX trend reports.
January 26, 2022
News
Further growth following partnership agreement with global CCaaS provider
NEWS: 11 JAN 2022 – Customer Touch Point has forged a new partnership with Talkdesk®, Inc., the global customer experience leader.
January 11, 2022
Blogs
5 steps to improve your customer services accessibility
BLOG: 10 NOV 2021 – Ensuring the accessibility of customer services and contact centre operations is no easy task. Yet it’s vital – and achievable in 5 crucial steps.
November 10, 2021
Blogs
How to improve accessibility and inclusion in financial services customer experience
BLOG: 30 JULY 2021 – Three areas of focus to help improve accessibility across customer services: Corporate policy, technology, and agent signposting.
July 30, 2021
Blogs
5 Steps to Intelligent Automation
BLOG: 23 June 2021 – Do you know what intelligent automation in customer experience is? Read more to find out…
June 23, 2021
Blogs
Improving Accessibility in Customer Service
BLOG: 02 JUNE 2021 – Read on to find out why improving accessibility in customer service makes good business sense.
June 2, 2021
News
New membership demonstrates further commitment to accessibility
NEWS: 14 MAY 2021 – Customer Touch Point becomes a Purple Member to improve Accessibility in Customer Service
May 14, 2021
Blogs
CX Automation: How to use it for better CX
BLOG: 23 APR 2021 – In our latest blog we look at Intelligent Automation, and how it can be used as part of a CX strategy. Read on for more…
April 23, 2021
Blogs
Speech and Text Analytics: two things top performing businesses need & why
BLOG: April 2021 – Speech and Text Analytics are two pieces of CX technology that every top performing business needs this year. Let’s find out why …
April 6, 2021
Blogs
What is Visual IVR? And why should brands of all sectors embrace it?
BLOG: 15 March 2021 – What is Visual IVR, how does it work and how can it benefit your business? Let’s take a look…
March 15, 2021
Blogs
What is Real-Time Speech Analytics and why’s it so important?
BLOG: 05 Mar 2021: What is real-time speech analytics and why is it important for every customer facing business? Let’s find out…
March 5, 2021
News
Customer Touch Point adds emotion-detecting analytics following deal with Avoira
NEWS: 19 Oct 2020 – Customer Touch Point partners with Avoira to offer Xdroid real-time speech and text analytics.
October 19, 2020
News
Zappix Partnership to Improve Customer Experiences with Visual IVR
NEWS: 02 Oct 2020. Customer Touch Point partners with Zappix to offer industry leading visual IVR to clients globally.
October 2, 2020
Blogs
Engage to Influence™ – positively influencing behaviour to reap rewards
BLOG: 07 Aug 2020. We share our Engage to Influence methodology – what it is and how to use it to drive better customer experience.
August 7, 2020
Blogs
Achieving Instant Impact CX. The what, why and how.
BLOG: 06 Jul 2020. What is Instant Impact CX and how to embrace it in 5 simple steps.
July 6, 2020
Blogs
Six CX trends and how to embrace them
BLOG: 19 Jun 2020 – Discover the latest CX trends, and some practical tips to help you embrace every single one …
June 19, 2020
Blogs
How to reduce average handling times & call volumes
BLOG: 19 May 2020 – In our latest blog series, we share our top tips to help you reduce average handling times and call volumes…
May 29, 2020
Blogs
What is Contact Centre as a Service (CCaaS)?
FAQ: 27 Apr 2020. What is Contact Centre as a Service? Let’s find out…
April 27, 2020
Blogs
Bridging the gap between digital and telephony
BLOG: 31 Mar 2020. Why bridging the gap between digital and telephony is a win-win for all and how to achieve it…
March 31, 2020
Blogs
Top tips for recording IVR & on-hold voice messages
TOP TIPS: 18 Mar 2020. IVR and on-hold messages need to be recorded, re-recorded and updated all the time. Find out how to manage this in-house and quickly.
March 18, 2020
Blogs
Emotions In The Customer Journey
BLOG: 07 Nov 2019. What makes for a good customer service experience? Rick Kirkham shares his thoughts on the importance of emotion, content and contact.
November 7, 2019
Blogs
I know You Have A Website, I’ve Been There Already
BLOG: 05 Mar 2019. Rick Kirkham looks at why pointing customers to your website to solve problems isn’t always the right approach.
March 5, 2019
Blogs
The influence of background music on customer behaviour
BLOG: 17 Jan 2019. When used well, background music can be a powerful marketing tool. Read how to make the most of it as part of a CX strategy.
January 17, 2019
Blogs
Mind The Gap
BLOG: 02 Jan 2019. The gap between marketing and the customer contact operation can pose big problems. Here are some tips on how to mind the gap.
January 2, 2019
Blogs
Customers Want To Self Serve – But It Has To Be Their Choice
BLOG: 31 Dec 2018. Customers want to self-serve but it has to be their choice. Read this quick insights piece on how to get it right.
December 31, 2018
Blogs
Use IVR & Chat to support new starters & make training cost effective
BLOG: 28 Dec 2018. Find out how IVR and Chat can support businesses with new starter staff training and help reduce training costs.
December 28, 2018
Blogs
Benefits of omni-channel
BLOG. 11 Dec 2018. Read the blog to discover more on omni-channel, how to choose the right solution and understand the benefits.
December 11, 2018
Blogs
Customer Touchpoints
BLOG: 29 Oct 2018. Why do customer touch points matter so much? Find out in this blog from Customer Touch Point.
October 29, 2018
Blogs
Natural Language IVR
BLOG: 17 Sept 2018. What is natural language IVR? Why use it? What are the benefits? Let’s take a look…
September 17, 2018
Blogs
Tone Of Voice – The Commercial Benefits
BLOG: 17 Sept 2018. This blog examines ‘Why Does Tone Of Voice Matter?’ and looks at the benefits of designing and implementing the right tone of voice.
September 16, 2018
Blogs
Why Does Tone Of Voice Matter?
BLOG: 9 Sept 2018. A few thoughts on why tone of voice matters in customer experience.
September 9, 2018
Blogs
Achieving Cost Reduction Through Channel Shift
BLOG: 03 Sept 2018. Many businesses are looking for new ways to reduce the cost of customer contact without impacting negatively on their customer experience. Find out how channel shifts helps.
September 3, 2018
Blogs
Corporate Podcasts (Part 2)
BLOG: 23 Jul 2018. We’d like to share a few more nuggets of podcast wisdom to help you if you’re thinking of putting together your own corporate podcasts.
July 23, 2018
Blogs
July 10, 2018
Blogs
Creativity On Hold
BLOG: 28 Jun 2018. We’ve all been in a queue, waiting patiently whilst the agent is “busy helping other customers”. Sure there’s a better use for on hold and background audio?
June 28, 2018
Blogs
NPS Or Effort?
BLOG: 09 Jun 2018. NPS – the good and the bad. When to use it and when to find an alternative customer feedback method.
June 9, 2018
Blogs
Sonic Branding – ‘logos for the ears’
BLOG: 09 Jun 2018. What’s a sonic logo? Let’s take a look and the what, why and how of sonic branding…
June 1, 2018
Blogs
When Creative Meets Corporate
BLOG: 04 Apr 2018. Today we put corporate video in the spotlight as the ideal customer communication channel.
April 4, 2018
Blogs
Reduce Cost and Improve Experience By Integrating SMS With Telephony
BLOG: 05 Dec 2017. Find out why SMS messaging is an important part of any customer experience strategy.
December 5, 2017