Andrew Mort
Andrew Mort
TechSee
With extensive experience of writing compelling B2B and B2C copy, including press releases, thought leadership articles and marketing content, as well as a track record of originating, selling and producing factual TV series for all the major UK broadcasters, I'm a proven creative with top-level writing, editing and proofreading skills.
Visually Enhancing Agent Experience Creates Better CX
With days jam-packed with frustrated customers, confined to a cubicle and often on a low pay scale, it is inevitable that poor agent experience...
Remote assistance: protecting customers and employees from coronavirus
To mitigate the impact of crises such as natural disasters, epidemics and terror attacks, leading companies are adopting innovative remote assistance methods to address...
Call Center Automation Depends on Collaborative AI
The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use...
Customer Retention in the Telecom Industry – New Thinking
With the telecommunications industry at saturation point, and with services largely commoditized, providers suffer from exceptionally high rates of churn. Accenture reports that 77%...
Customer Service Trends 2020
Companies now know that customer experience is the key competitive differentiator. Data shows that organizations which excel in CX outpace laggards on the S&P...
Successful Call Center Agents Share This Personality Type
The contact center agent’s job is getting harder The ongoing shift to self-service has brought about many positive changes to the customer service field. Call...
How to reduce call volume with Computer Vision AI
Customers prefer NOT to deal with your customer service team, with 67% wanting to access support without calling. They don’t want IVR menus, hold...
Steering the Shift to Conversational IVR
Interactive voice response (IVR) allows a company’s computer system to engage with customers through voice and touch-tone telephone keypads. From its introduction in the...
Smart Home Experience should be Simpler – Consumer Survey
The Taylors were delighted with their smart security system and decided to expand their connected home to include smart entertainment and HVAC systems. But...
Next Issue Avoidance – How contact centers can preempt follow-up calls
Many common customer issues can be easily predicted. An expired credit card means a payment won’t go through. A purchase of a complex smart...
Creating a collaborative contact center culture
The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of...
A Successful Customer Experience Strategy Means Keeping it Consistent
Sam travels often for business. On his last trip to London, he stayed at the Lord Rochester Hotel, since his tried-and-trusted Hotel Miranda Grand...
Crash and Churn: survey reveals the customer service fails that cause attrition
The days of long-term customer brand loyalty to brands are over. Today, consumer stickiness is far more dependent upon people’s specific experiences and the...
Buddying Up – Putting Virtual Employee Assistants at the Heart of Agent Development
The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing annual attrition rates as high as...
Will Emotion Detection Change Customer Experience Forever?
It’s no secret that emotions drive behavior. Happy people whistle. Angry drivers crash cars. And now, with the help of emotion detection and analytics,...
AI Predictive Maintenance and Proactive Customer Assistance
A study by The Wall Street Journal and Emerson reported that unplanned downtime – 42% of which is a result of equipment failure –...
Call Center Culture of Excellence – How to Build it
Many of us have worked in contact centers. It’s never been a particularly glamorous or well-paid job. And there’s now a serious talent shortage....
Five strategies to improve customer experience in telecoms
In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester...