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Category Archives: Human Resources
The Importance of Corporate Culture To Partnership
I saw a great blog about corporate values on the Engage Customer site recently. The author connects the way that companies talk about their ‘DNA’ to the way that football clubs have values that are shared by their supporters. I … Continue reading
Technology creates more jobs than it destroys
My colleague Simon Dillsworth recently wrote an excellent blog about the growth of Robotic Process Automation (RPA) here. Despite the name, RPA does not imply that services – such as customer service processes – are being overrun with robots that … Continue reading
Posted in Current Affairs, Customer Service, Human Resources, Innovation, Strategy
Tagged augmented reality, business, company, corporation, creative destruction, customer experience, customer service, deloitte, economy, employment, future, google, google glass, innovation, invention, Joseph Schumpeter, outsourcing, progress, Robot Process Automation, robots, RPA, smart phone, strategy, technology, virtual reality, work
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Agent Effort is as Important as Customer Effort
Take a look at every customer service or contact centre magazine (or blog) and what are the usual focus areas? Of course there are all the discussions around trends in the market and how fast things are changing, but one … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Human Resources
Tagged agent effort, agents, customer effort, customer experience, customer service, hr, team, technology
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Contact centre of the future – part two
The way that customers interact with brands is changing fast. In fact, it could be argued that the entire relationship betweens brands and customers has been revolution in the past six or seven years for a couple of important reasons. … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Human Resources, Social Media, Strategy, Telecoms
Tagged agent, career, customer service, custserv, internet, mcommerce, mobile, telco, telecoms, telephone
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How finely-tuned is your customer service?
We have all seen the customer service revolution that has empowered the customer with new ways to dictate the way they choose to communicate with the organisations they are patrons of but some industries have embraced the revolution whilst others … Continue reading
Trust your team to make the right decisions over customer policy
I saw an interesting blog on the New York Times recently about the challenges of enforcing defined customer service policies. The blog explored some of the challenges airline gate staff have when asking customers about the size of their carry-on … Continue reading
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
Posted in Contact Centres, Current Affairs, Human Resources, Telecoms
Tagged awards, call centre, CCMA, contact centre, contact centre awards, Hillary Stewart, manager, telco, vodafone
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