Our Services

News

  • November 24, 2021

    The Age of The Customer

    Today the phrases “Voice of the Customer” and “Age of the Customer” come up as topics of discussion in almost every business conversation. We are constantly informed by sources that these concepts are of extreme importance to the understanding of how to conduct business today. But do we truly understand what they mean?

  • November 17, 2021

    How does Customer Experience differ from Customer Service?

    Forrester defines the difference between customer service and customer experience as that while customer service is one piece of the puzzle — focused on human interaction and directly supporting customers, customer experience is the sum of the entire customer journey within your business.

  • November 10, 2021

    Measure, Analyse, Improve

    In business, we know the old adage of what gets rewarded gets done. Another truism is what is measured can be improved. It’s simple to measure the output, the sales, the logistics and cash flows, these are system and procedure-based functions without which a business would fail.

    How can you measure emotional connection to set the benchmark of customer engagement? How can you become more in tune with your customers? Measure and analyse their emotions, test, and test again, making improvements every step of the way.

  • November 3, 2021

    Four Clichés in On Hold Messaging You Should Avoid

    No one likes waiting, and you don’t like keeping callers waiting. At the very least, you should keep callers informed and entertained with interesting content that they want to hear about. Happy callers are more receptive to what you’ve got to say, and continual positive experiences increase brand loyalty and reputation. So do the right thing by your callers, and they’ll do right by you.

  • October 27, 2021

    It’s Time to Shift Your Focus Outside-In

    If you own or manage a business and your decision making is still based on what you want, and are all about putting yourself before the customers – then it is time to hang up the boots and set your status to retired. In today’s society, we live in the Age of the Customer, and in the Age of the Customer, businesses base decisions on the outside-in concept.

  • October 25, 2021

    Let the Battle Begin! Perth company takes on Google

    Google has recently announced the addition of a feature coming soon to the Australian market upon the release of their latest Google Pixel (6) called ‘Hold for Me’. Simply, it allows your phone to take over the tedious task of waiting on hold, a pain point for many.

  • October 20, 2021

    The Customer Engagement Problem and The Digital Solutions

    HubSpot says that "Customer engagement is the ongoing interactions between company and customer, offered by the company, chosen by the customer." This extends beyond the bounds of a customer making a purchase and encompasses every touchpoint- from the first interaction with the business to well beyond the sale.

  • October 18, 2021

    Analytics are Driving Business Success

    Do you own or manage a business? Are you using analytics to measure the success of a social media campaign or the effectiveness of how your employees are managing sales, support or service calls? If not, you need to. Utilising analytics within all communication channels is vital to business success. 

  • October 13, 2021

    The Future of Flexible Working and VoIP

    2020 and 2021 have proved to be difficult years for businesses everywhere. As the world is ravaged by a pandemic of epic proportions, businesses have learned to accept, adapt, and find a new way of working. As the light at the end of the tunnel begins to get brighter and the road to a post-COVID world is outlined, there is a large debate over the future of hybrid work environments- flexibility in where, and when you complete your work.