Monthly Archives: March 2014

Every telco complaint in a single database

Posted on March 31, 2014 by simondillsworth

Imagine a database of complaints against telcos that is freely available online for customers. It’s a proposal that has been put forward by public utility regulators in the USA recently as an idea that would allow consumers to easily compare … Continue reading →

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

Are people really worried about protecting their personal data?

Posted on March 27, 2014 by Julia Gibbs

A recent article on the Engage Customer blog described new research by Mintel that found how consumers of all ages are concerned about data privacy online, but younger Millennial consumers are over-sharing data far more than their Baby Boomer parents. … Continue reading →

Posted in Current Affairs, Social Media | Tagged , , , , , , , , , | Leave a comment

When will the set-top box be replaced by an app?

Posted on March 26, 2014 by simondillsworth

Total Telecom published an article recently that featured several commentators arguing that the set-top box (STB) is here to stay. It is argued that the operators can create much stickier customers if the customer is forced to use a piece … Continue reading →

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

Will Hilary be the contact centre manager of the year?

Posted on March 24, 2014 by simondillsworth

Each year, the Call Centre Management Association runs the UK National Contact Centre Awards. This is one of the most prestigious awards in the UK customer service industry – the ceremony this year will be on May 15th. I’m really proud … Continue reading →

Posted in Contact Centres, Current Affairs, Human Resources, Telecoms | Tagged , , , , , , , , | Leave a comment

Great #custserv where it is least expected

Posted on March 19, 2014 by Julia Gibbs

The customer service feedback pages in most newspapers are littered with horror stories about poor service and disasters where unsuspecting customers hand over their money and fail to receive the service they expected. What a pleasant surprise then to read about … Continue reading →

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

Are customers moving to mobiles for #custserv?

Posted on March 18, 2014 by Matt Sims

Earlier this year, Kate Leggett from Forrester published her top ten predications for customer service in 2014. One of them was particularly interesting to me: Trend 2: Customer Service Will Adopt a Mobile-First Mindset Customer service mobile applications remain nascent as … Continue reading →

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

UK government gets ready for the Internet of Things

Posted on March 17, 2014 by simondillsworth

The British government does not receive a lot of praise for forward-looking plans related to the Internet. The Prime Minister is more often in the technology press for his gaffes using Twitter, but a recent announcement should have received more … Continue reading →

Posted in Current Affairs, Innovation, Technology, Telecoms | Tagged , , , , , , , , , , , | Leave a comment

Which car video service will win the battle for customers?

Posted on March 12, 2014 by simondillsworth

The surprising thing I find about cars in dealer showrooms is that they usually still have CD players as standard. It took a long time for the car manufacturers to move on from supplying tape cassette players, but even though … Continue reading →

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

Getting #Custserv with Twitter right or ‘Respect for the Bad Man’

Posted on March 10, 2014 by darrenwakeling

Retailers are getting used to multichannel service today. Many of them are answering customer questions online using the same channels to respond to the original questions – for instance publishing answers and information on Facebook when questions originate from that … Continue reading →

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

Consumers say that service getting better

Posted on March 5, 2014 by Matt Sims

The British Standards Institute (BSI) recently published some new research on attitudes to customer service in the UK and the good news is that people think that service is getting better. In fact the comparison from 2008 to 2013 is … Continue reading →

Posted in Contact Centres, Current Affairs, Customer Service, Social Media | Tagged , , , , , , , , | 1 Comment