Category Archives: Current Affairs

Independent Energy Supplies

The protracted troubles in Eastern Ukraine are hopefully moving towards a peaceful resolution with the news that the rebels will be granted autonomy to rule their region. However despite this progress we are far from a harmonious long-term solution that … Continue reading

Posted in Current Affairs, Strategy, Utilities | Tagged , , , , , , , , , , , , , , , , , | Leave a comment

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

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

What is the future for mobile phone retail in the UK?

UK phone retailer Phones 4 U has called in the administrator putting 5,596 jobs at risk today. It’s a tragedy for all those who work in the stores and for the British High Street in general as all 550 stores … Continue reading

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

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

Posted in Contact Centres, Current Affairs, Customer Service, Human Resources, Social Media, Strategy, Telecoms | Tagged , , , , , , , , , | Leave a comment

The power of ‘delete’ and what it means for brands.

Last December I deleted my Facebook account. I was an avid user in both a personal and professional capacity. Then I somehow managed to contract strep pneumonia and spent nine days in hospital without access to Facebook during which time all … Continue reading

Posted in Current Affairs, Customer Service, Innovation, Retail, Social Media | Tagged , , , , , , , , | Leave a comment

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

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

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

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