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Tag Archives: channel
Understanding the omni-channel is critical for success
An article in Call Centre Helper recently talked about web chat as ‘a disaster’ because web chats take far longer than calls and customers don’t feel that chat agents are as knowledgeable or as well supported as the voice agents. … Continue reading
Welcome to 2013 – the year of the channel-shift
Happy New Year! I hope you had a fantastic holiday season and are now ready for all that 2013 holds. And what a year it is going to be! Over the past year or so I have focused a lot of … Continue reading
Posted in Contact Centres, Current Affairs, Social Media
Tagged channel, channel shift, customer, customer service, government, multichannel, nielsen, nielson, omnichannel, social media, social networking
1 Comment
Are you ignoring your customers?
Which channel do you prefer to use when accessing a company customer service centre? Most of us are familiar with a call to the free phone number or an email address (as I mentioned in my last blog) like customerservice@bigfriendlycompany.com, but … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Social Media
Tagged backchannel, channel, customer, customer service, email, experience, facebook, radio, social media, tv, twitter
1 Comment
How do you define great customer service?
What is great customer service in a multichannel environment? It should certainly involve social media, but there are some more fundamental rules than just answering customer comments on Twitter. The Guardian recently explored the five key attributes of great service … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Human Resources, Social Media
Tagged agent, brand, call centre, channel, customer, customer service, development, engagement, experience, facebook, flexibility, guardian, investment, multichannel, omnichannel, people, retail, service, social media, social network, support, team, tools, training, twitter
2 Comments
Customers really don’t want to be ignored
Which channel do you prefer to use when accessing a company customer service centre? Most of us are familiar with a call to the free phone number or an email address like customerservice@bigfriendlycompany.com, but a lot of our focus at … Continue reading
Posted in Contact Centres, Customer Service, Marketing
Tagged backchannel, call, care, channel, chat, contact, customer, customer service, email, experience, facebook, ignored, IM, radio, social media, tv, twitter
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What’s Happening to the Voice Channel for Customer Service?
Andrew Ashton is CFO of Teleperformance UK, Ireland and South Africa. This is his first post on the blog… The exponential rise of non-voice channels for customer service contacts are upon us. The first channel shift from voice to email … Continue reading
Posted in Contact Centres, Current Affairs, Social Media, Technology
Tagged agent, channel, customer experience, customer service, email, facebook, Generation Y, non-voice, phone, social media, social networking, telco, telephone, twitter, voice
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Has M&S seen the future of retail in Ellesmere Port?
Marks and Spencer has unveiled how they see the future of retail by unveiling their new store in Ellesmere Port. It’s their largest store in the UK after the flagship Marble Arch branch in London, but what is really interesting … Continue reading
Posted in Current Affairs, Customer Service, Technology
Tagged channel, ellesmere port, home delivery, internet, ipad, M&S, marble arch, marks and spencer, multichannel, price comparison, retail, shop, store, uk, wifi
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Consumers are the driving force
In my last blog I explored the increasing importance of the customer experience, particularly because customers are now also publishers – they can easily tell their friends how good or bad your service is at the push of a button. … Continue reading
Customer Experience is Critical
We know that customer experience is critical. Many factors are changing the way companies operate today, creating a ‘perfect storm’ for those who need to manage how the customer interacts with a brand. There is more global competition Products are … Continue reading
Posted in Contact Centres, Customer Service, Human Resources, Marketing, Outsourcing
Tagged channel, competition, customer, customer service, loyalty, marketing, outsourcing, social media, social network
1 Comment
Customers changing medium with the same expectations
The Canadian academic and communication theorist Marshall McLuhan once said, “The medium is the message.” His work predated the Internet, but he famously predicted many of the ideas around consumers eventually being part of a global village that we now … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Social Media
Tagged apps, call, channel, contact centre, customer service, facebook, fast company, internet, marshall mcluhan, mobile, social media, twitter
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