Category Archives: Contact Centres

Customer service leading from the front

In my last blog I mentioned some of the most interesting approaches to technology that are changing the way companies – and even governments – are structured. Strategies such as cloud computing and app stores are having an effect on … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Strategy | Tagged , , , , , , , | Leave a comment

There is no such thing as bad publicity – except when it’s your customer experience

Oscar Wilde famously once said: “There is only one thing in life worse than being talked about, and that is not being talked about.” The implication was that being in the spotlight is always a good thing, no matter what … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service | Tagged , , , , , , , , , , | Leave a comment

Analytics: the key to unlocking the retail omnichannel?

For the past couple of years I have been exploring both omnichannel and multichannel solutions for customer service as the adoption of social media channels have become more accepted. It’s important to distinguish between the two terms though, as many … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Retail | Tagged , , , , , , | Leave a comment

The future of customer service is already with us today

The social media analysis company Hootsuite has just released a new white paper focused on the future of customer service. You can download a copy here. As you might expect, it’s packed full of statistics, but I want to pull … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Strategy | Tagged , , , , , , , , , , | Leave a comment

Customer loyalty is changing

I read a news item on TechRadar recently titled ‘customer loyalty is changing and your marketing plan should be too’ and I was interested in the idea that customer service commentators are now explicitly defining ‘customer loyalty’ and linking this … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Innovation, Marketing | Tagged , , , , , , , , , , , | Leave a comment

Celebrating Customer Service Week

Last week was International Customer Service Week, an event started by the International Customer Service Association back in 1984 – thirty years ago! This week was originally created as a way to recognise and reward the people and companies that … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service | Tagged , , , , , | Leave a comment

The Future of Outbound

There are some who will tell you that outbound has no future and that customer acquisition has moved on, they will point to growing numbers of people on TPS and the fact that the modern day multi-channel environment means a … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Strategy | Tagged , , , , , , , , , | Leave a comment