Author:Katie Hamilton

See you at Call & Contact Centre Expo

**Call and Contact Centre Expo rescheduled for 15th & 16th September 2020**

Learn how to increase sales, improve satisfaction and wisely reduce service contact through the power of behavioural science, supercharged by AI.

We’ll be showcasing Mazaru Insights® at the expo this year and you can get hands-on with the product at our stand. Come and see for yourself how it analyses digital, written and chat interactions, in volume and at speed, to spot where you can improve conversations with customers.

Head to our seminar – 5 ways to supercharge conversations: Making the most of what you already have – on Thursday 19th March at 11:45 (Hall 13).

Fran will be sharing how to:

  • Empower customers and customer-facing people
  • Get real commercial value from tone of voice
  • Get more from doing and saying less

Find us at stand 2354 – we’d love to see you.
When: 18th and 19th March, 10:00 – 17:00
Where: ExCeL, London

Get your free tickets here.

Join us at the launch of Mazaru Insights®

Through insight comes enlightenment

Behavioural science supercharged by AI: Mazaru Insights® helps you empower customers to self-serve, or buy from you.

When 23rd January 2020, from 4pm 

Where BFI, 21 Stephen Street, Fitzrovia, London W1T 1LN  
Nearest tube: Tottenham Court Road or Goodge Street
View on Google Maps  


4pm Welcome: Say hello 

4.30pm Wise words: Insights from Fran Fish, Dr David Naylor and Adrian Furnham 

5.30pm Product play: Mazaru Insights® in action 

6pm Conversations: Connecting with the tribe and guests 

Wise words and insights 

Fran Fish, CEO Mazaru
‘If I had more time I would’ve written a shorter letter’ – how saying less
gives you more (in every sense).
David Naylor, Founder Humanotics
David will bring Mazaru Insights® to life, showing how AI empowers
communications and behavioural science.
Adrian Furnham, Professor of Psychology, UCL
‘We are people of head and heart: logic and analysis: emotions and feelings.’
Published psychologist Adrian shares how great communicators use all to their advantage.

Wisdom, understanding, thoughtful analysis, product play,
conversations and beer.

To RSVP, text or call us on 07710 032 275.

OK Google, talk to The Wise Monkey

Do you have burning questions about Mazaru? Who we are, what we do, where our beer tap is?

We’re now live on the Google Assistant, ready and waiting to chat about all things Mazaru.

To get started, just say “Ok Google… talk to The Wise Monkey” to your Google Assistant smart speaker or app. The Wise Monkey will answer, then you can ask:

“Who are Mazaru?”
“What’s the best thing about Mazaru?”
“What do Mazaru do with you?”
“What can Mazaru do for me?”

The answers will depend on what The Wise Monkey wants you to know 🙊

In partnership with Google, we run conversation design workshops. We’ll tell you everything about designing great conversations for voice and virtual assistants, that will supercharge your customer experience. We run public workshops throughout the year, or we can come to you.

Need more enlightenment? When you’ve spoken to The Wise Monkey, give us a call or email us at

Planning, Analysis and Insight User Group

The South West Contact Centre Forum, Planning, Analysis and Insight User Group, will be hosting their next meeting on Thursday.

Fran and Susie will be speaking at the session, which will cover hot topics and current challenges across different industries.

When: Thursday 21st November 2019, 10:00 – 13:00

Where: Unify Communications, Bristol.

To find out more about the group, which shares experiences and best practice across the South West, or if you’d like to attend the meeting, click here.

A hike in customer satisfaction for National Trust

CSat jumped from 4.3 to 4.52 out of 5 over the first three months, as a direct result of our training, and how well the techniques are being applied by the National Trust and Capita teams.

“Mazaru designed very bespoke training to support us in over-hauling our joining experience. We’ve been so impressed with the content and delivery, and the resulting boost to CSat.”
Rachelle Elliott, Call Centre Manager, National Trust.


The National Trust wanted to build stronger connections with supporters, right from the moment they join. The experience of becoming a member over the phone was at the top of their list – to make it less transactional and more emotional. 

How we helped them have great conversations

In collaboration with National Trust and Capita, we: 

  • Looked at the joiner journey, from the perspective of potential new members and front-line teams:
    • Explored National Trust properties to experience a visit first-hand
    • Listened to calls in ‘side-by-side’ sessions with advisers to evaluate needs & soft skill gaps 
  • Shared soft skill techniques to help pick up on emotional cues, build rapport and encourage empathy
  • Focused training on helping advisers inspire, excite and build emotional connections with potential new members 
  • Ran ‘train the trainer’ sessions to help managers and team leaders embed and build on soft skills learnt 

Thank you, Zipcar

Great to hear feedback from one of our US-based clients:

“Your responses to questions are quick and speedy. Your attention to the details shows your commitment to your customers.”
George MacNeil, Senior Member Services Manager, Zipcar USA.

When you care as much as our tribe does, it’s fantastic to receive such positive comments from customers.

We’re the jam in the Unify sandwich

A few months into our partnership with Unify and we’ve added our conversation design, tone of voice and soft skills expertise to several joint customer projects. We’ve become the “jam in the Unify sandwich” – helping their customers get more from their hosted technology set-ups.

Katie and Russ (Founder and Business Development Director at Unify) met up to chat about what makes great service and how we’re improving customer experience together.

How to write a good customer service letter

Can customer service letters help you to reduce contact, support your move to digital, increase sales and customer satisfaction scores?

Yes they can.

If you want to know exactly how, head over to Call Centre Helper
Their article “How to write a good customer service letter – with examples”, has tips from our own Fran Fish. 

Call Centre Helper’s guide also includes Mazaru’s four-part (Clear, Credible, Answered, Tone) approach, backed up by consumer research and some real-world examples. 

If you’d like to get better results from your letters and emails, drop me a line or send me a letter –

Mazaru is a wise monkey

You’ll find a carved panel of the three wise monkeys above the door of the Tshogu temple in Nikko, Japan. The carving is one of the oldest representations, dating back to the 17th century and was erected in honour of Shogun Tokugawa Ieyasu.

On the panel, the monkeys are sitting in a row – the first covering its ears, the second its mouth and the third its eyes. But no matter the order of the monkeys, they’ve come to embody the proverb “See no Evil, Hear no Evil, Speak no Evil”. 

Purists amongst you have spotted that their original Japanese names are Mizaru, Kikazaru and Iwazaru. But outside of Japan, you’ll see the monkeys’ names  given as Mizaru (See no Evil), Mikazaru (Hear no Evil) and Mazaru (Speak no Evil). 

This western version, Mazaru, is a little easier to pronounce – we hope you’ll allow us a little creative licence.

Legend tells us that the monkeys were sent by the gods as observers and messengers.

We’re now Mazaru. We’ve been sent by the gods to help you Speak no Evil.