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The pre-agent caller experience

Brand Audio asked over 1000 customers to rate their pre agent experience on the phone, this included the welcome message, menu options, hold time and content listened to whilst holding. The results showed that...
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Nudging your Customers

Let’s start at the beginning and imagine that you have a brand and a good proposition but no customers. In terms of CRM strategy, this means you have a blank sheet of paper. You need to devise a strategy and cr...