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.
BLOG: 05 Mar 2019. Rick Kirkham looks at why pointing customers to your website to solve problems isn't always the right approach.
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.
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.
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.
BLOG: 28 Dec 2018. Find out how IVR and Chat can support businesses with new starter staff training and help reduce training costs.
BLOG. 11 Dec 2018. Read the blog to discover more on omni-channel, how to choose the right solution and understand the benefits.
BLOG: 29 Oct 2018. Why do customer touch points matter so much? Find out in this blog from Customer Touch Point.
BLOG: 17 Sept 2018. What is natural language IVR? Why use it? What are the benefits? Let's take a look...
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.