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Are your customers lost in the multichannel maze?

By Jaime Scott | 28 Sep 2014
Multichannel and omnichannel have become the latest industry buzzwords. As we approach the annual Customer Experience Expo show it can seem as if every vendor is encouraging you to jump on the bandwagon. But it’s worth stopping to think about what...
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Why is it all about "average time to answer"?

By Jaime Scott | 23 Mar 2014
If there's one thing guaranteed to drive customers crazy, it's being left in a queue listening to a message that says, "your business is important to us" or even better, and one of my favourites – an instrumental version of the Beatles Hit, "We can...
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