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Author Archives: Kristian Hunt - Director of Client Services at PHMG

The sound of brand relevancy

Posted by Kristian Hunt - Director of Client Services at PHMG on

In today’s fast-moving market, it’s never been more important for brands to stay relevant – in their sector and in the mind of the consumer. Read on as we explore how businesses keep their finger on the pulse with seasonal, … Read more>>


Creating a caller experience they can trust

Posted by Kristian Hunt - Director of Client Services at PHMG on

One of the most important benefits of the professional caller experience is its unique ability to instil trust in the customer. And as we’re about to discover, it takes more than just music on-hold to achieve these valuable results.


Voice recognition: the sound of security

Posted by Kristian Hunt - Director of Client Services at PHMG on

Earlier this month, we discussed the growing rise of voice search on smartphones in ‘The consumer speaks out’ – discovering how the technology has significant implications for the way businesses target and engage with consumers. Now, another breakthrough in this … Read more>>


The invention that changed the world

Posted by Kristian Hunt - Director of Client Services at PHMG on

140 years ago today, Alexander Graham Bell told his colleague “Mr Watson, come here, I want to see you.” This utterance may not seem so remarkable written down, but in fact, they were the very first words spoken over the … Read more>>


Considering the customer experience

Posted by Kristian Hunt - Director of Client Services at PHMG on

For many customers, favour of a particular brand doesn’t just come from the quality of their product or service – it’s about their entire experience of dealing with the company, from initial enquiry to final delivery. This journey shapes the … Read more>>


Enhancing the virtual queuing experience

Posted by Kristian Hunt - Director of Client Services at PHMG on

From the last Harry Potter book to the first iPad, high-profile products have long been attracting consumers to queue for hours on end to get their hands on the goods – and none more so than the phone. The media … Read more>>


The caller journey

Posted by Kristian Hunt - Director of Client Services at PHMG on

The caller experience’s influence on a consumer’s overall perception of a company cannot be underestimated. And to make this experience as professional, efficient and satisfactory as possible, it’s important for an organisation to create a clear pathway from pickup to … Read more>>


Call handling at the crux of customer service

Posted by Kristian Hunt - Director of Client Services at PHMG on

Last month, HM Revenue and Customs (HMRC) hit the headlines for their poor call handling practices – yet many of these issues can be overcome with a few changes to their methods. We explore this case a little further to … Read more>>


Combatting complaints from every platform

Posted by Kristian Hunt - Director of Client Services at PHMG on

No matter how efficient their service, every business experiences customer complaints. And with disgruntled consumers now able to express their annoyance through by phone, email and public forums like Twitter, companies must know how to effectively deal with complaints through … Read more>>


Tailoring the caller experience

Posted by Kristian Hunt - Director of Client Services at PHMG on

So far, we’ve considered the tailored brand experience in a range of new mediums such as smartphones and tablets. But when it comes to embracing this trend, businesses don’t have to just focus on the new. The telephone is the … Read more>>


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