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…
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…
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…
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…
We know that one of the first music-for-money playing devices was invented by Louis Glass in San Francisco. Glass was an innovator, and somewhere around 1879, he’d gotten burned out working with old technologies, so he left his cushy job manning the telegraph lines for Western Union. He knew that Read more…
As 2021 wraps up and the world finds its footing with fewer restrictions, it is more important than ever to create a point of difference in your customer service. Customers no longer accept the generic and dull offerings of traditional businesses and instead expect you to go above and beyond Read more…
Today the phrases “Voice of the Customer” and “Age of the Customer” come up as topics of discussion in almost every business conversation. We are informed by sources that these concepts are of extreme importance to understanding how to conduct business today. But do we truly understand what they mean? Read more…
Forrester defines the difference between customer service and customer experience as that while customer service is one piece of the puzzle — focused on human interaction and directly supporting customers, customer experience is the sum of the entire customer journey within your business. Gartner defines customer experience as the customer’s Read more…
In business, we know the old adage of what gets rewarded gets done. Another truism is what is measured can be improved. It’s simple to measure the output, the sales, the logistics and cash flows, these are system and procedure-based functions without which a business would fail. We can measure Read more…
Beginning by thanking the caller. People don’t want your thanks, they want you to answer their call. By thanking them for calling or holding, you remind them that they are waiting, patronising and aggravating them. A happy caller creates a seamless and positive experience for all involved- from the customer Read more…