Tag Archives: agent

Contact centre of the future – part two

Posted on September 15, 2014 by simondillsworth

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 , , , , , , , , , | Leave a comment

Putting the ‘app’ into ‘happy’ – technology will provide a great leap forward for customer service

Posted on July 31, 2014 by Matt Sims

In my last blog I talked about the need for customer service executives to get a grip over the multichannel world that is already with us. The problem is, that even if they do start managing every known channel, the … Continue reading →

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Trust your team to make the right decisions over customer policy

Posted on June 9, 2014 by Julia Gibbs

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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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 →

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How can you empower your team?

Posted on October 29, 2013 by Julia Gibbs

Your business has clear ideas about how it should present itself to the outside world. This leads to rules and guidelines about how employees should communicate with customers and others on the outside. But when those rules become so rigid … Continue reading →

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

Listening to the voice of the customer

Posted on October 17, 2013 by Matt Sims

The Internet is full of good and bad examples of customer service. Many people make a living just documenting all these case studies, but one recent example that went viral caught my attention. When a customer used a chat session … Continue reading →

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The six quickest ways to lose your customers

Posted on May 28, 2013 by Andy McDonald

We have mentioned on this blog that it costs far more to gain a new customer than to just retain an existing one. In fact, according to this article the difference in cost to your organisation is that it is … Continue reading →

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The dark side of cross-selling to customers

Posted on December 19, 2012 by Matt Sims

Once the customer service function used to be a drain on company resource. If only a product could be sold and then the customer forgotten then all that money sunk into call centres and answering customer enquiries could be saved. … Continue reading →

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How do you define great customer service?

Posted on November 22, 2012 by Matt Sims

What is great customer service in a multichannel environment? It should certainly involve social media, but there are some more fundamental rules than just answering customer comments on Twitter. The Guardian recently explored the five key attributes of great service … Continue reading →

Posted in Contact Centres, Current Affairs, Customer Service, Human Resources, Social Media | Tagged , , , , , , , , , , , , , , , , , , , , , , , , | 3 Comments

What’s Happening to the Voice Channel for Customer Service?

Posted on September 11, 2012 by Andrew Ashton

Andrew Ashton is CFO of Teleperformance UK, Ireland and South Africa. This is his first post on the blog… The exponential rise of non-voice channels for customer service contacts are upon us. The first channel shift from voice to email … Continue reading →

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