Monthly Archives: April 2015

Will the Big 6 Still be Around in 2020?

In my last blog I talked about the value of reviewing your customer service strategy with a focus on encouraging customer retention. My own industry focus is utilities and these issues are playing out in the UK utilities sector in … Continue reading

Posted in Current Affairs, Strategy, Utilities | Tagged , , , , , , , | Leave a comment

Customers are defining how they contact you – work with them

This blog is by Stephen Pryce, director of business development at City Park Technologies. One of the most important changes to the customer service market in recent years is that it is now the customer that is firmly in control. … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Strategy, Technology | Tagged , , , , , , , , | 1 Comment

What Kind of Customer Service Do You Prefer?

For the past few years I have been blogging about how far and how fast customer service has changed. A decade ago companies would give you a phone number to call and an email (if you were lucky) and these … Continue reading

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

The Value of Keeping the Customers You Already Have

Everyone knows instinctively that it is cheaper to keep the customers you have than to invest resource in finding new customers. According to the Harvard Business Review it is five to twenty-five times more expensive to attract new customers than … Continue reading

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

Fixed and Mobile convergence: Tech supporting business of all sizes

 The dividing line between the use of Fixed and Mobile telecoms is becoming increasingly blurred. This has been seen for a long time in large enterprises, but it is clear that the SME market is following – creating huge potential. … Continue reading

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

BPO can work smarter, not cheaper

Phil Fersht’s ‘Horses for Sources’ blog is a great antidote to most consultant and analyst reports with an irreverence that means it must be the only blog about outsourcing where you will regularly laugh at the articles – and the … Continue reading

Posted in Contact Centres, Current Affairs, Outsourcing, Strategy | Tagged , , , , , , , | Leave a comment

Superfast broadband – all over the UK

The UK general election campaign is now underway and one government promise, slipped out quietly a couple of weeks ago during the Budget, may have passed you by. The promise is to accelerate the rate at which superfast broadband is … Continue reading

Posted in Current Affairs, Customer Service, Technology, Telecoms | Tagged , , , , , , , , , | 1 Comment