How to Close the Loop with your NPS Scores

Posted by Rant & Rave

Closed-loop reporting is a powerful tool for CX professionals. It enables us to prove the value of our work to senior execs and the wider organisation, by showing how it impacts of wider business metrics.

Read More February 22, 2017

Topics: Customer Experience, Customer Engagement, NPS

The Two-Step Approach to Releasing Frontline Employees

Posted by Rant & Rave

Sometimes the thought of giving frontline employees more freedom at work can feel uncomfortable. What if they say the wrong thing? Upset a customer? Or make an expensive mistake?

Read More February 20, 2017

Topics: Contact Centre, Customer Experience

Topics: Contact Centre, Customer Experience

Four Behaviours to Help Increase Employee Engagement

Posted by Rant & Rave

You have enough on your to-do list. Do you really need to be working out different behaviours that can help you to increase employee engagement?

Read More February 13, 2017

Topics: Contact Centre, Customer Experience

How to Empower Agents to Solve Proactively for the Customer

Posted by Rant & Rave

Emotion and a sense of connection are driven by engagements between people. If you think about positive brand experiences you’ve had, it will almost certainly include someone who did something out of the ordinary.

Read More February 10, 2017

Topics: Contact Centre, Customer Experience

3 Ways to Solve for the Customer (and Unleash Your Frontline)

Posted by Rant & Rave

Raise your hand if you’ve ever felt that your frontline agents are getting bogged down with repetitive tasks and enquiries? 

Read More February 9, 2017

Topics: Contact Centre, Customer Experience

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