Monthly Archives: December 2013

Those persistent myths about outsourcing

Real Business featured a great article recently in which they described and debunked some of the myths about outsourcing a customer service function. You can read the full article here, but my comments on the five key points are: Language … Continue reading

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How to improve customer satisfaction

Keep the customer happy, the customer is always right… these mantras are well worn in the customer service business and mostly they are right, although the customer is certainly not always right. But I liked a recent feature in Call … Continue reading

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Some of the challenges of social media

Call Centre Focus recently featured a great infographic that highlights seven challenges for organisations using social media as a part of their customer service strategy. Which now probably includes almost any brand – unless they are not paying attention to … Continue reading

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Saying thanks at Christmas

We live in a multicultural society where not everyone celebrates Christmas as a religious event, but the significance of this festival extends beyond the Christian faith thanks to it being just a week before the end of the year. This … Continue reading

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Improving your customer service at Christmas

Christmas is a challenging time for anyone involved in the customer service function of an organisation. More people are trying to find information on products, comparing prices, striking deals, and then making all those calls or sending emails after products … Continue reading

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The RSPCA slashes response times from 2 days to 20 minutes

The RSPCA is a highly respected organisation in the UK. When animals are suffering abuse, RSPCA inspectors swoop into action and animal cruelty cases can result in criminal convictions. But the RSPCA usually replies on calls or messages from the … Continue reading

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Engaging with customers using social media

A recent post on the blog by Alistair has caused some considerable discussion online and with my colleagues and friends in the industry. Alistair explored some data published by the Economist Intelligence Unit that suggested within three years the primary … Continue reading

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