News

You had me at hello

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...

10 things every service writer should know

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...

Advisor tone – the words that improve service

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...

Does an Advisor’s tone really matter?

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...

Make your on hold funny for money

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 -...