The Pathways Into Your Business Need Rethinking
Customer journey mapping is vital to understand what your customers see and encounter. Several pathways can lead to an interaction with your business. Any business with a brick and mortar Read more…
On Hold Data for Your Business
Do you know how long your customers are waiting on hold, in the queue to speak to a company representative? What is the maximum amount of time someone has had Read more…
Making Every Touchpoint Count
In an age of market oversaturation and competition galore, just one experience can be the difference between keeping or losing a valuable customer. Detailed in their 2020 CX trends report, Read more…
Exceeding Customer Expectations
In their influential book “Building Great Customer Experiences” (2002) authors Colin Shaw and John Ivens define customer experience as simply “… a blend of a company’s physical performance and the Read more…
First Impressions can be Tough…
Picture this; a droning, robotic voice going through the motions; “Thank you for your patience, a member of our team will be with you shortly” Yeah, you’ve heard that one Read more…
How to use AI to gain and retain your customers
How to use Artificial Intelligence to gain customers and keep clients By Mark Horwood -August 18, 2020
The Effect of Coronavirus On Hold Times
Captivate Connect CEO, Mark Horwood’s interview with 2GB radio on how Coronavirus has caused on hold times to skyrocket across Australia and what businesses are doing to manage this.
Why call recording is a must for business
Why all business owners need to record phone calls MARK HORWOOD JULY 31, 2020 State-of-the-art technology is revolutionising the telecommunications industry and offers business owners a valuable opportunity to Read more…
Self service while you wait on hold is now available!
Captivate Connect is leading the world in phone audio solutions. The team continuously works to create new solutions and improve existing systems to ensure your business’s uniqueness. This video shows Read more…