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  • 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.

  • October 11, 2021

    How a Poor Customer Experience can be Repaired to Your Benefit

    Many years ago, I learned that even in the less commoditised world then, getting people to remember you was still a challenge. Then, I managed a business with 600 sales reps and 300 support people. All the salespeople were on commission only, so they were the definition of ‘coin operated’. My challenge was to ensure that they always told the truth and advised customers correctly and accurately.

    On rare occasions, one would go feral and not be totally truthful. Those times we learned how to solve problems, and to repair relationships with clients and customers.

  • October 6, 2021

    On Hold Industry Innovation; How the Newest Technologies Can Lead to Bonuses for Your Business

    The on hold industry has for too long been commoditised by big businesses with a focus on profit over customer experience. Until now, businesses had to put up with boring, repetitive, and never-changing audio- ‘time fillers’, and elevator music that adds to the growing frustration of callers in a queue.

    Noticing the need for differentiation and innovation, Captivate Connect has developed and patented new technology that is setting the standard for the voice channel.

  • September 29, 2021

    The Importance of Good Customer Service

    Words from Mark Horwood, CEO of Captivate Connect.

    When I first started Digital Marketing Australia Pty Ltd in 1994, I was it. I was the sales team, I wrote the advertising copy, organised the voices and even did some VO work myself. It was great fun as I knew every customer personally, and all about their business.

    I used to ask every business customer “What sets you apart from your competitors?” The answer was the same – “We give better customer service”.

  • September 22, 2021

    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.

  • 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.”