Tag Archives: customer service

Vote now for the most respected contact centre professional!

Call Centre Helper is one of the most important sources of news and information for those of us involved in the contact centre and customer service business in the UK. CCH recently asked their readers to nominate who are the … Continue reading

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Moving the customer experience moving from good to great

Industry analyst, Michael Gazala of Forrester, published a blog recently that will strike fear into the heart of any company with a merely average attitude toward customer service. Gazala said that the Forrester data on customer experience has seen the … Continue reading

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How can tech help improve #custserv?

Tech Week Europe magazine recently listed six ways that technology can improve the customer experience. Now my first thought when I saw this was ‘only six’, but then it’s true that people are only just starting to notice how important … Continue reading

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What price good service?

More than a decade ago, outsourcers sold themselves as technology partners, able to offer voice platforms that significantly reduced the cost of voice services.  Then came the age of ‘employee investment’, and those that could demonstrate the ability to attract … Continue reading

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Use customer knowledge with care – not abandon!

What happens when brands know too much about you? Customers are happy to share their preferences on Facebook and through the use of loyalty cards, but sometimes it pays to be less clever than is actually possible when it comes … Continue reading

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Making services innovation a reality today

Outsource Magazine and the consulting firm Alsbridge were recently looking for some examples of innovation so I thought I’d respond here on the blog with a few ideas. Innovation is a word that is used so often in product brochures … Continue reading

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I’m getting Emotional! It must be Customer Satisfaction.

There’s a frilled lizard running down the street after the pizza delivery man, getting emotional because his order is cold. Little Frill can’t understand why all customer service can’t be like First Direct. It’s a simple ad that reminds every … Continue reading

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