The power of personas
By Stephen Shaw Marketing personas bring the defining characteristics of customers to life, helping to build universal consensus around their needs. For brands seeking to deliver a better experience, it is a powerful tool to foster greater insight and empathy. People love to eat chicken. All kinds. Fresh. Frozen. Wings. …
Getting the most from DRTV for the newcomer
By Bryan Sweeney After spending 18 years developing products and running operations for several DRTV (Direct Response TV) companies that brought you products like “The Shake Weight”, in 2011, I launched a campaign management and consulting business. I wanted to offer my experience to start-ups and medium size businesses looking …
Direct response evolving at the speed of light
By Nicole Andani Every year new trends and innovations sweep through the direct response marketing world and 2018 is evolving at the speed of light compared to 22 years ago when I first started here at Northern Response. To understand them we have to remember what the true definition of …
Thane Direct tunes in for future growth
By Brendan Read Thane Direct is one of world’s best known direct response and retail marketers, with a reputation for creativity, innovation and integrity. Thane has created highly successful brands in such diverse product categories as health and beauty, fitness, weight loss, kitchen/house wares, entertainment, self-improvement and pet care that …
How to become customer-centric? Think like a contact centre
BY MATTHEW CLARE Traditionally, inbound customer service and outbound marketing were separate worlds, but the rise of digital media means they now work in tandem. Being on the frontlines of customer experience, contact centres have learned valuable lessons, and developed strategies relevant to any organization striving to become customer-centric. Getting …
How speech analytics can improve your contact centre
Advanced solutions bolster marketing and sales, coaching and compliance By Mike Aoki Speech analytics have progressed tremendously since their early days as little more than a way to measure vocal “tone” and single keywords. Now some programs can convert the content from customer interactions – calls, chats, emails, surveys and …
The crooks are innovating — so must CX organizations
Why biometrics needs to be an omni-channel initiative By Brendan Read Your contact centre isn’t the only channel that’s susceptible to fraud. Determined crooks continue to ramp up their efforts to penetrate other channels: from mobile apps to the web. Fortunately, biometrics technologies are advancing so that your organization can …
The evolving callback technology
Customers and contact centres win with today’s versatile callback applications By Jaime Bailey Waiting on hold is one of the top frustrations that customers experience. There was a time not so long ago where this was unavoidable. Now, organizations have the ability to implement cutting-edge callback technology that allows customers …
Dear creditors, it’s time to embrace the digital age
Accurate payment information and respectful customer service key By Kevin Deveau Delinquent payments are bad news to all parties. For the organization they mean interrupted cash flow and difficult reconciliation processes. For the consumer they mean hits to credit scores and often becoming inundated with notifications and reminders. Without a …
Sunny forecast for cloud-based contact centres
Scalability, omni-channel support and personalization drive adoption By Olivier Jouve On-premises contact centre solutions have long been a staple of customer engagement platforms. However, as companies look for innovative ways to transform operations, many see migration to the cloud as the approach of the future. Contact centres struggle with legacy …