Monthly Archives: March 2014

Every telco complaint in a single database

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

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Are people really worried about protecting their personal data?

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

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

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

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Will Hilary be the contact centre manager of the year?

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

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Great #custserv where it is least expected

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

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Are customers moving to mobiles for #custserv?

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

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UK government gets ready for the Internet of Things

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

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