Category Archives: Contact Centres

Which kind of business do you think Ford is in?

What kind of business do you think that the Ford Motor Company is involved in? Perhaps the easy answer is in the name – they manufacture and sell motor vehicles. Wrong. Some people may still consider Ford to be a … Continue reading

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Contact centre of the future – part two

The way that customers interact with brands is changing fast. In fact, it could be argued that the entire relationship betweens brands and customers has been revolution in the past six or seven years for a couple of important reasons. … Continue reading

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Nine ways to measure social media impact

Many customer service directors are still struggling to measure the impact of social media on their business. They can see that it is essential to support customers using these channels because that’s where the customers want to interact, but what … Continue reading

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Be where your customers are right now

The August bank holiday is gone. Summer is over and now we’re coasting to the end of another year. But for a retailer this is the build up to the golden quarter that most likely began once the last one … Continue reading

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The contact centre of the future – part one

What will the contact centre of the future look like? It’s a question that I will be exploring in three blogs over the next couple of weeks. Nobody can actually predict the future, but we can see changes in the industry … Continue reading

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Stop Press! Some banks do offer great customer service

It’s unusual to see much praise for customer service teams in the press, complaints about awful service are more common, but now and again a journalist will publish an article that heaps praise upon an individual or team.  Last week … Continue reading

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Is it fair to charge extra for better #custserv?

What would you do if you called up the customer service line for your mobile phone operator and a voice offered you an immediate service if they could charge your bill 50p, or waiting for an available operator as a … Continue reading

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