One Easy Way to Quadruple Revenue in the Contact Centre

Posted by Rant & Rave

Most Collection teams share a similar problem, one I’m sure you’ve experienced if you run a Contact Centre. Your agents are trying to contact customers to collect or remind them to settle an overdue payment, and they almost always end up speaking to their voicemail. 

Read More December 5, 2016

Topics: Contact Centre

Workplace Wellbeing: The Benefits for Businesses, and Individuals

Posted by Rebekah Carter

 A lucrative business understands its most valuable assets are its employees. Without staff, work simply doesn't get done. That means that if you want your organisation to thrive, you'll need to find ways of keeping your workers happy, engaged, and productive.

Read More November 24, 2016

Topics: Employee Engagement, Wellbeing

Customer Experience: Business Strategy or Technology?

Posted by Rant & Rave

Customer Experience lacks a standard definition, and this means that any one new to the industry can struggle in knowing where to start or how to set goals. In the evolving CX world we're also faced with a new question, is it simply a piece of technology or a full business strategy?

Read More November 23, 2016

Topics: Customer Experience

The Big Names in Business Culture

Posted by Molly Shanahan

Business buzzwords come and go and in the sea of jargon the concept of ‘culture’ may be easily dismissed. By its very nature it is difficult to define, a strong business culture may take years to cultivate, often impossible to pinpoint using a specific example and can be distinct from what a company ‘does’.

This is less about a business in terms of product or service, and more about what really matters to them, how they go about this work. Here are a few companies that we think are doing things differently, each with a unique culture at their heart.

Read More November 21, 2016

Topics: Employee Engagement, Culture

Engagement: The Double Act

Posted by Molly Shanahan

Fish and chips, Mickey and Minnie, Ant and Dec, some things just belong together and this is how we need to start thinking about customer and employee engagement.

Read More November 17, 2016

Topics: Customer Engagement, Frontline Engagement

Why easyJet Knows How I Feel, and Expedia Doesn't

Posted by David Bonner

Last week Frances and I had 3 days in Dubrovnik for our 20th wedding anniversary. We had a great time, a fantastic place to spend a few days together. The furthest thing from my mind was work :-) But this trip would give me the clearest example yet why Rant & Rave have totally nailed Customer Engagement for the brands they work with.

Read More November 15, 2016

Topics: Customer Feedback, Real-Time Feedback