Tag Archives: chat

Outsourcing 3.0: The Rise of the Machines

I was discussing films with a colleague recently and we started talking about the Terminator genre and how we felt the quality had dipped since the original film was released. The concept of Artificial Intelligence (AI) and machine-domination is an … Continue reading

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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

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Channels may change, but customers just want to be served

I spoke at a TEN event recently and one of the recurring themes together with customer service bloggers and commentators over the past couple of years has been multichannel and in particular the ambition for companies to move to an … Continue reading

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Listening to the voice of the customer

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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Customers really don’t want to be ignored

Which channel do you prefer to use when accessing a company customer service centre? Most of us are familiar with a call to the free phone number or an email address like customerservice@bigfriendlycompany.com, but a lot of our focus at … Continue reading

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The next generation contact centre

I noticed a short video this week where Ovum analyst Peter Ryan talks about the next generation contact centre. And he also manages to summarise this immense topic in about a minute – something many of us in the industry … Continue reading

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A new era for customer service

As you can see from our group blog, our new e-Performance product was launched recently in Brazil. There are various launches planned around the world, with us in the UK focusing on a workshop we have arranged in London on … Continue reading

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