The Worst Mistake You’re Making With Your Customer Experience Vision

Posted by Rant & Rave

This year marks our third Customer Engagement Raveolution, so we decided to look back on the last three years and all the different types of organisations we’ve worked to identify three things that define a successful organisation.

Read More September 26, 2016

Topics: Customer Experience

The Difference Between VoC Intents & Actions...

Posted by Rant & Rave

We all know it’s incredibly easy to have good intentions. However turning these intentions into actions is a completely different matter. Consider some of the typical resolutions or expectations we set for ourselves.

Read More September 21, 2016

Topics: Customer Experience, VoC

Three Things About Keeping Contact Centre Advisors Engaged You’ll Want to Know

Posted by Rant & Rave

Many advisors working in a Contact Centre will handle upwards of 100 calls a day. They may not remember the individual calls, but for the customers phoning in, the call could be the most important thing in their life at that time.

Read More September 20, 2016

Topics: Contact Centre, Employee Engagement, Contact Centre Struggles

3 Steps That Make a Real Difference to Frontline Agents

Posted by Rant & Rave

Your frontline agents are the face and voice of your brand. They’re the ones who are responsible for delivering great customer experience - day in, day out. This means we know how important it is for you to keep them engaged and stimulated.

Read More September 20, 2016

Topics: Frontline Engagement

Orbit’s Approach to Customer Feedback

Posted by Sam Roberts

Two years ago, Orbit set itself some pretty tough targets. These sat underneath its 2020 vision, which is around improving the quality of their customers' lives, and helping them create thriving and empowered communities where they live.

Read More September 14, 2016

Topics: Customer Feedback, Customer Experience

Three Building Blocks of Customer Experience Success

Posted by Rant & Rave

Think back to the last time you had an experience with a brand that blew you off your feet. Maybe it was an experience that smoothed out a difficult problem. Maybe it was one that made you laugh so hard you cried. Maybe it was one that made you realise you needed something you didn’t even know existed.

Read More September 12, 2016

Topics: Customer Experience