The theme for Black History Month this year is ‘Time for Change’. We interviewed one of our black voice artists Damian Lynch to talk about unconscious bias and how building...
During the 337 years of foreign rule, the Ukrainian language went toe-to-toe with over 60 laws. Efforts to remove this language from history involved suppressing (or limiting) its use in...
According to Shelter, 6 million households are denied the right to a safe home or are threatened with losing it. There are 4,750 people sleeping on the streets on any...
Choose Love is a UK-based charity pioneering a new movement in humanitarian aid: fast, flexible, transparent and accountable. Thus far, this movement has enabled them to reach over one million...
On the back of the energy price rise crisis, consumers are now panicking about whether they can switch whilst in debt and what will happen if they can’t get an...
This Black History Month, we celebrate important people and events in the African diaspora, and where better than my motherland – one of three countries in the world to have...
This week, we’ve helped one key client support Black History Month. We’ve created a music on hold track list featuring world-renowned black artists. The tracks feature music from iconic artists...
On October 1st, the energy price cap will jump by 12%, costing millions of households £1,277 per year (on typical use). This increase - combined with chaos in the utility sector,...
Research from Khoros| Digital care, communities, & social media software, the market size of chatbots will grow from 2.6 billion to 9.4 billion by 2024. The Value Of Chatbots For Today's...
According to 10 Customer Service Facts That Would Blow Your Mind - CXService360 - Customer Service Articles, Stories and more; Zappos employee Steven Weinstein holds the record for the world’s...
We’re proud to have supported so many customer-facing organisations, through a very tricky and weird 2020. Click here to open your card Here’s to a happy, healthy and hopeful 2021. Lots of love, Mazaru crew x ...
Seven actionable ideas, to take the demand off agents and help keep customers chatting to bots....
In stressful times, it’s important to have your online services, app and FAQs working hard for you and your customers. Here are 7 ways to pull customers to digital and...
At a time when the world needs black voices more than ever, how can we help drive equality across voice tech? If you ask Siri, Alexa or Google whether black lives...
With things changing hour-by-hour, we know that you’re feeling the strain across your organisation now. Worried customers need your support and that’s putting pressure on your frontline teams. Conversations are...
Unify Communications are hosting an exclusive workshop exploring how you can drive outstanding, insight-led customer experiences and empower key decision makers to deliver measurable ROI. We’ll be joining experts from Unify,...
**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...
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...
Introducing Mazaru Insights® : Blending behavioural science and AI to analyse your content and comms and help you find ways to boost satisfaction, increase sales and reduce service contact....
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...
We hope you've had a great 2019. We've enjoyed a year of creating content to empower people to have great conversations, all over the world. (Watch in full screen) Whether it's actionable exercises...
With pressure increasing on organisations to cut costs and improve service contact, it sometimes feels like the only answer is to invest in sexy, new digital or AI-enabled tech. But you might...
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...
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...
Unify Communications are hosting an exclusive Out of This World CX workshop this Thursday, exploring how you can deliver great omnichannel customer service without compromising on quality or incurring huge costs. We’ll be joining...
Thursday 10th October, is World Mental Health Day. The theme for this year is suicide prevention. The WHO has some scary stats around this topic: - Every 40 seconds, someone...
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...
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...
With A-levels complete for another year, it's now a nerve-wracking waiting game for students. We made the busy August results day a little easier for them last year. 53%...
Unify Communications are hosting a dedicated Future of Retail CX workshop, covering the dangers of customer service silos, how to invest in self-service for call deflection, and ways retailers can ensure...
We’re excited to announce our partnership with Unify Communications! Mazaru will form part of Unify’s solution set – adding our conversation design, tone of voice and soft skills expertise, to Unify’s next...
Watch our Tone Maven, Janina Heron’s TED talk on how to connect and inspire using your tone of voice. Janina leads the ‘empowering front line teams’ part of our Service Communication Programmes. She...
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...
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...
With all the evolving we’ve done over the last twenty years, we thought it was time our brand evolved too – so from 25th April 2018, we’re Mazaru (Muh-zah-roo). But, how have...
Do you want to know the inside track on the state of Artifical Intelligence in the customer management industry today? Here are a few home truths that will help you...
American author Gretchen Rubin said: “What you do every day matters more than what you do once in a while.” Training, workshops and guides are those once in a while...
We are getting increasingly scared about the pace of technology change and how that will shape the future world we inhabit. Back in 1957 it would have been much easier...
The first text message (SMS) was sent on the 3rd of December 1992 by an engineer at Vodafone to a director. It simply said “Merry Christmas”. Fast forward 25 years and...
If you're going to the Engage Customer Summit - Mon 13th Nov, London - drop in and see us on stand 8. You can also catch Katie’s talk "The 5 Service Communication Habits...
We’ve evolved with our clients over the years; as the face of the contact centre has changed, so have we. What was once a call centre is now a multi-channel...
More than ever before, this General Election seems hinged on people and personalities rather than parties and policies. Who seems credible? Who is authentic? Who can we place our trust...
“We’ve been able to make simple changes – within our existing systems and technology – which have had an immediate and positive impact, in reducing contact." Customer Service Director. Results We’ve achieved some...
Our purpose is To Make Great Service Happen. Anywhere. To achieve this, we have to have many things; a capable, talented and engaging team, a relentless drive to get quality and...
It goes without saying that extra care is needed when you're communicating with large groups of customers about sensitive issues. For example, the stakes are always high when letting them know...
If you had to choose what was the most significant change in the written word over the last 20 years then the use of smileys, emoticons and emojis might well...
This year we were lucky enough to be invited to the LIAR IV politeness / impoliteness linguistics conference in Manchester. At the conference, we presented our latest study on what customers think about...
When a story about how to apologise hit the news headlines recently, we thought it was time for us to have a look again at the hardest word. We reviewed the original research (that...
I met James two years ago when I first heard about Resolver. We thought it’d be interesting to get his thoughts on the current state of UK complaints handling. Here’s what...
One of the questions we get asked often is what greeting should be used when speaking and writing to customers. Although we all seem sensitive to what greetings should be used...
Last month we wrote about 10 Things Every Service Writer Should Know. In that blog we listed some of the best practices that make up our 4 Service Writing Rules —...
Over the last few months we’ve been mystery shopping and studying service emails from some of the UK's biggest brands. We've also been working with well-known market researcher ICM to...
It’s that time of year again. Service managers and directors across the UK are under even more pressure as Which? publish the results of their annual survey revealing the best and...
You probably know that on the 1st of July, Ofcom’s new rules for call charges to some numbers will be introduced. The new move - UK Calling - is designed to...
Our recent research into advisor tone showed how just changing the way words were said (voice) improved customer satisfaction scores by 76%. We also looked at what happened when we...
When industry analysts ContactBabel polled Contact Centre Managers on what makes customers satisfied, 'friendly and polite advisors' came second only to first call resolution. Managers certainly think that an advisor's tone is...
Every day in the UK about 5 million callers wait on-hold for their calls to be answered. We thought, how about using that not-so-good time for an oh-so-good cause -...
On the 13th of June last year new laws were introduced that meant most businesses had to provide service phone numbers charged at a 'basic rate'. Although financial services organisations...
In practice it's never going to be as simple as just picking what customers say they like the most without carefully considering your situation. If you're going to use 'well-known'...
We all love music. We listen to it just about everywhere: at home on the radio, in the car, on the go on smart phones, at work on our PCs,...
I woke on Wednesday morning to find that Which? had just released the results of its latest polls that rank 100 of the UK's biggest brands for service along with their customers' top...
Listening to TalkTalk’s and Three’s presentations about their IVRs at the Professional Planning Forum's annual conference got me thinking. One of the main disadvantages with older touch-tone menu and option IVRs was that...
The second session I caught at the Professional Planning Forum conference was about a natural language IVR from one of our customers TalkTalk. Using the new system callers can...
Earlier in the year I was invited to sit in on, and write about, a couple of award finalist presentations at the Professional Planning Forum’s annual conference. It took place in...
Back in March we wrote about why some 08 numbers will be against the law for many businesses from the 13th of June this year. In that article we also...
With his famous ‘Phone Rage Index’ consumer champion Nigel Clarke, at Please Press 1, is a well known and outspoken critic of bad IVRs. In his quest to rid callers of...
On the 13th of June the Consumer Rights Directive will come into force and your 'service' and 'helpline' numbers may have to be charged to your customers at a 'basic rate'....