Re-imagining the Call Centre

Business at the Speed of Sound

Business at the Speed of Sound

I don’t know about you but my experience of call centres is generally sub-par, even disappointing. There’s a massive opportunity to disrupt the market when it comes to call centres – it’s low hanging fruit.

Call centre managers have the arduous task of trying to ascertain the number of agents needed for call blending and to consider how many inbound and outbound calls there are on a given day.

Customers, on the other hand, sometimes have to have the patience of a saint, quite often having to wait a ridiculous amount of time to have their query answered. Keeping people waiting on the phone is not only frustrating for the customer but wasteful for the business and costs significant money.

In the new digital age, consumer brands have adopted social media listening techniques and quite often respond to customers via the Internet. For many customers, this is their preferred method of contact and as long as the problem is resolved, does the customer really care?

Making complaints or voicing concerns on Twitter and Facebook though is not the path that every customer is comfortable with yet equally, waiting endlessly by the phone for a customer service response isn’t the best use of time for either the company or the customer.

So is there a halfway house? A platform that allows consumers to voice their concerns with emotion but in a more efficient and effective way?

One mega trend with the rise of the smartphone is the dominant usage of messaging apps such as Facebook messenger or WhatsApp. This trend cannot be ignored but currently there is a missed opportunity as messaging apps are not currently used to connect people with consumer brands.

That’s where Sound Branch comes in. For people who want a quick response and to voice their concerns they get the benefit of using their phone to speak their mind, whilst at the same time the comfort of a messaging interface rather than the arduous experience of holding the phone line and waiting for the next available customer services representative.

What does this mean? Well, it means that the consumer can get a message across quickly and it means that call centres can better react and respond to the enquiries being fired their way.

Sound Branch won’t be for everyone but there will be plenty of customers out there where their preferred method of contact will be their voice. For these customers, this represents a massive opportunity for brands to connect in a different way which is more personable than traditional text-based comms and removes the disadvantage of long waiting times.

Listen to the Re-Imagining the Call Centre Interview

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Less Words is More!

Voice Social Media App

Voice Social Media App – Sound Branch

I was always told by mother to count to 10 before you speak. It’s something I still need to work on. Many wise men will tell you less words and better thought gives you a more effective means of communication.

If less food and more often is better for the body then shorter communication with more people is better for the soul. Some people over-talk in situations just to grab attention.

Sound Branch aims to bring the spoken word back into fashion as we communicate in this new digital age. We’ve all left voice mails but usually these are 1 to 1, they are private and they are deleted usually after one month. What if voice mails were open, involved many people and were stored forever?

Sound Branch is the first nano podcasting platform. Users are given 7 seconds to state a question, have an opinion and open up a discussion. Because users are only given 7 seconds it encourages other users to make 7 second audio replies. Replies are called branches and these can be followed by other users of the platform to join in the conversation and create further branches.

So how can Sound Branch be used? It might be a mother posting a short branch of her toddler speaking his first word and sharing this with family abroad. It could be football fans who can’t wait for the football phone in to voice their opinions. University lecturers might open up a debate to students after a seminar. Market research companies may gauge public opinion on who might win an election. It could just be a simple happy birthday message from all your friends!

Sound Branch is available on the Apple App Store with an Android App launching shortly. You can download using the link below for iPhone users.

Download Sound Branch

Get nano-casting and let short bites of audio enrich your life!

Don’t Email Talk

Voice Social Media App Sound Branch

Voice Social Media App Sound Branch

Dreaming of zero inbox? Do you find yourself fighting a daily battle flicking through your emails? Trying to prioritise? Trying to understand the emotion and the tone of an email?

In the good old days people use to phone each other. Admittedly they would finger dial in circles and use a fixed line. The people of old most certainly weren’t glued to mobile phones!

Perhaps a new approach is required? After all, it’s much quicker to speak than to prod your thumb on a touchscreen. The beauty of talking is you don’t have to worry about spelling and the inevitable typos go away.

Some people like to read a newspaper, others like to watch TV, and yet others prefer to listen to the radio. So for those of you that do like listening to radio would you not like to listen to your emails rather than read them?

Of course it’s not reading out emails that is the answer – it’s much simpler than that. It’s about changing our digital habit and encouraging a richer communication experience. We need to record and listen to our voices and do away with the relentless barrage of emails which are clogging up our inboxes and frying our brains!

We know the sounds of the voices closest to us. By just listening to the people we know, their voice and their tone we’re able to prioritise what’s important and what is not. Now isn’t that a much smarter way to use a smartphone? I don’t know about you but I personally find listening to the radio and the sound of a person’s voice one of the most powerful things in the world. The speeches of Sir Winston Churchill and Martin Luther King still resonate today!

If you’re interested in learning more about massive open conversations online and a new way to communicate visit the Sound Branch website below:

http://www.soundbranch.com

You can download the Sound Branch Voice Social Media App at the Apple App Store.

Brexit – A different way of polling the public

A different way of polling the public

A different way of polling the public

 

In electioneering, Ipsos MORI and other polling companies survey the general public in order to predict results. With the Brexit poll due 23rd June the old techniques are still at play where people are stopped on the street by someone, clipboard in hand and 5 minutes of questions ensue. Of course, with Social Media polling companies now using modern technology they are gaining feedback digitally at lightening speed. But are they capturing the emotion and the sentiment?

So how can you get the feedback conversationally from the masses? Well, you could try phoning up the the electorate to see which way they will vote of the EU referendum and famously both David Cameron, Paddy Ashdown and Neil Kinnock were captured doing this. This is OK but it is rather time consuming. Door to door works as well but again there are not enough hours in the day.

What about something like a wave or a chain? Instead of 10 people polled, what about 100 people giving their opinion in just 7 seconds? You could listen to the opinions of 100 people in 12 minutes. Would this help make election predictions easier?

Sound Branch is a new audio social network allowing people to communicate in many directions. Its 7 second rule makes people slow down, think and distill the main points in less words. The 7 seconds means there is more branching than a natural conversation. At best you get fresh perspectives and angles you would not have otherwise reached.

The best football teams play one touch or two touch football. Just as in the beautiful game if people had to pass the conversation onto the next person maybe conversations would become more beautiful. You watch the beautiful game and you can listen to the beautiful conversations on Sound Branch. Variety is the spice of life and as opera singers can hit depth of notes Sound Branch gives you real breadth of notes from many people, in many continents and from many backgrounds. Information that may prove to be useful in a whole host of situations including electioneering.

The End of the Chinese Whisper!

Sound Branch - Voice Social Media App

Sound Branch – Voice Social Media App

Ever been in a situation where it’s he said, she said, they said? I think we all have been. In the end you don’t know who to believe and getting to the truth of a news story is what all investigative journalists dream of. How many times have you listened to a radio programme only for the line to drop and the presenter apologies to listeners.

Sound Branch - Say it in 7 Seconds

Sound Branch – Say it in 7 Seconds

Sound Branch launched today is opening up conversations to the internet. Some will call it the end of the Chinese whisper. Others will praise the app for allowing everyone to experience public speaking. When people public speak they speak to an audience of several hundred. Sound Branch let’s people speak to the world!

The app allows people to record 7 second audio bites and publish this to the internet. Users start with a seed for a new topic and as people reply with their own recordings a ‘Sound Branch’ is formed. The app is the first to market for nano-podcasting.

Whether it’s the up and coming Brexit debate or the US election ‘Sound Branch’ brings the debate to life on a scale we have not seen before.

Sound Branch Voice Social Media App

Sound Branch Voice Social Media App allows users to have massive conversation. All users are give 7 seconds to speak their mind.

Think Question Time on steroids. Boris will be able to give his opinion on Europe and this can be branched by the opinions from Corbyn, Cameron and Osborne. Members of the public can then like these sound snippets or indeed broadcast their own opinion and thoughts all on the same ‘Sound Branch’. For those that don’t want to record their voice you can just listen to the full audio clip listening to hundreds of people’s opinions on the news of the day and current affairs.

I wonder what Football’s 606 will be like on Sound Branch? Perhaps the 606 could happen before, during and after the game.

You can download the Sound Branch App at the Apple App Store and the app is free to use.

Visit the website
www.soundbranch.com

You can download the App on the Apple App Store for iOS here:
Download Sound Branch for iOS

Download Sound Brand on the Apple App Store

Download Sound Brand on the Apple App Store