Service
Resilient Conversations with Customers
Never before has it been so important to manage emotions in the conversations we have with our customers, clients, and partners. Our…
Resilient Conversations with Customers
Never before has it been so important to manage emotions in the conversations we have with our customers, clients and partners. Our…
Practising Resilience
Right now, we are all experiencing something unprecedented. Although this is a collective human experience, how we respond to these changes varies…
Practising Resilience
Right now, we are all experiencing something unprecedented. Although this is a collective human experience, how we respond to these changes varies…
Six Complaints Barriers
There is an ongoing gap between what customers say they want and the experience many organisations actually deliver. Imparta gathered together a…
Six Complaints Barriers
There is an ongoing gap between what customers say they want and the experience many organisations actually deliver. Imparta gathered together a…
Collections Without Conflict
There are two assumptions often made by debt collectors: The debtor is trying to avoid paying where possible. The more pressure applied…
Collections Without Conflict
There are two assumptions often made by debt collectors: The debtor is trying to avoid paying where possible. The more pressure applied…
Complaints Insight
Less than 1 in 4 consumers say that the complaints they made to large organisations last year were resolved satisfactorily. We spent…
Complaints Insight
Less than 1 in 4 consumers say that the complaints they made to large organisations last year were resolved satisfactorily. We spent…
You May Be Digital, I Am Still Human
There is no doubt that contacting the organisations we do business with has become considerably easier since the birth of the contact…
You May Be Digital, I Am Still Human
There is no doubt that contacting the organisations we do business with has become considerably easier since the birth of the contact…
Digital, Meet Analogue
Our online and offline experiences have officially merged. Amazon, that bastion of online sales and service, now has its own bookshop made…
Digital, Meet Analogue
Our online and offline experiences have officially merged. Amazon, that bastion of online sales and service, now has its own bookshop made…
Can We Handle The Truth
Jack Nicholson as Col Jessep famously said, ‘You can’t handle the truth!’ (A Few Good Men, 1992) and maybe he had a…