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  • September 15, 2021

    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 to wait on hold? How many calls have to go on hold rather than be answered immediately? What is your businesses average on hold waiting time?

    Don’t you think it would be good to find out?

  • September 8, 2021

    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.

  • September 1, 2021

    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 emotions evoked, intuitively measured against customer expectations across all moments of contact.”

  • August 25, 2021

    First Impressions can be Tough…

    In a world of remote working, zoom calls, and tracksuit pants as business attire, what one would consider as a ‘traditional’ way of working is a thing of the past. To adapt, business must prioritise customer experience in a contactless world.

  • August 18, 2020

    How to use AI to gain and retain your customers

    Captivate Connect is featured in Busy Continent talking about all things Artificial Intelligence (AI) and customer experience.

  • August 18, 2020

    The effect coronavirus had on business that no one expected

    Captivate Connect CEO, Mark Horwood's interview with 2GB radio on the effects of coronavirus and the vital management plan every business needs.

  • August 10, 2020

    Patience wears thin as pandemic causes elongated wait times

    Captivate Connect CEO, Mark Horwood expresses his thoughts in a tell all interview with Richard Wilkins and Bec Maddern on Today.

  • July 31, 2020

    Why call recording is a must for business

    State-of-the-art technology is revolutionising the telecommunications industry and offers business owners a valuable opportunity to improve...

  • June 18, 2020

    Self service while you wait on hold is now available!

    Businesses are now offering callers the option of selecting the music genre they prefer to listen to while on hold.