City of Stirling upgrades to Nice in Contact and Captivate Connect The City of Stirling is one of the largest local government authorities within Perth, Australia. It has worked with Captivate Connect for its On Hold service for over 20 years. In early 2023, the City upgraded its Contact Centre Read more
If you ask 500 people what they would ideally like to hear on hold, you can guarantee some people would say ‘nothing, I don’t want to be on hold”. And that is, of course, a fair point! Customers wouldn’t need to be parked in an ideal world, waiting for the Read more
Imagine you walked into a department store you frequent, knowing exactly what you wanted, but the product was behind a locked door. All you need to do is find a staff member to unlock this door for you, and you will be on your way. You walk up to a Read more
Your on hold system is often the first touchpoint a customer will have with your business- and as we all know, first impressions count. Should a customer call your business for information or support, it is important to greet them in a memorable manner, setting the foundations for a positive Read more
When you picture on hold music, the first descriptors that come to mind are ‘boring, repetitive, and grating’. We have all spent hours on hold with various businesses, humming the same thirty-second classical or ‘funky’ tune while getting more and more irritated as time passes. And then finally! The line Read more
Think about the best customer service that you have received. How did it make you feel? Were you valued, as an individual? Did the service agent take the time to adequately give you all the information you needed? Was it in person, or over the phone? And how do you Read more
How would you like your callers to feel when they interact with your business, or pick up the phone to contact you? Would you prefer for them to feel at ease and friendly with your company, or perhaps professional and formal? The main points to consider are; Who are you, Read more
1. Begin with customer experience in mind Steve Jobs said, “You have got to start with the customer experience and work back towards the technology- not the other way around.” Your customers are your most valuable assets. It is important to consider what you would like your customers to get Read more
For obvious reasons, there has been a recent shift in attitude towards sick leave within the workplace. Now, a minor cold that would have had a staff member working right through it pre-2020, could be a cause for seven days worth of isolation, and working from home if and when Read more
Captivate Connect exists to disrupt the traditional on hold service offerings with solutions to improve customer experience, as well as give businesses the option to stand out from the monotonous crowd. Traditional on hold is boring, repetitive, and has been done before. Callers have come to expect a royalty-free, uninteresting Read more