Category Archives: Human Resources

The Importance of Corporate Culture To Partnership

Posted on July 4, 2016 by

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 →

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Technology creates more jobs than it destroys

Posted on August 25, 2015 by

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 →

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Agent Effort is as Important as Customer Effort

Posted on June 2, 2015 by

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 →

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Contact centre of the future – part two

Posted on September 15, 2014 by

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 →

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How finely-tuned is your customer service?

Posted on August 14, 2014 by

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 →

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Trust your team to make the right decisions over customer policy

Posted on June 9, 2014 by

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 →

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Will Hilary be the contact centre manager of the year?

Posted on March 24, 2014 by

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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Getting it right first time just became more important than ever

Posted on February 18, 2014 by

First Call Resolution has always been a bit of a mantra in the customer service industry. Analysis of when customers contact a company show that if the problem can be resolved on that very first contact it is better for … Continue reading →

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How can you recover from a #custserv disaster?

Posted on January 23, 2014 by

Writing in Forbes, customer service expert Micah Solomon has produced a simple four-step plan for recovering from customer service disasters. Every company has been there – a customer complaint whether justified or unjustified ends up creating a big argument with … Continue reading →

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How are you creating an attachment to your customers?

Posted on January 22, 2014 by

These days it can be tough for a business to stand out. Competition is global and customers have high expectations. If your strategy includes the desire to use customer service as a way of standing out from your competitors then … Continue reading →

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