Tag Archives: contact centre

When Was Your Last Great Experience as a Customer?

When was the last time you interacted with a brand and came away from the experience feeling really good – as if they really understood you and appreciated you as a customer? Unfortunately, for many people this is a difficult … Continue reading

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In 2015 the focus is on great customer experience.

It’s a new year. A lot happened in 2014 and the world of customer service in general is moving fast, but I think that there is going to be a subtle change in how business operates in 2015. And I … Continue reading

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Vote now for the most respected contact centre professional!

Call Centre Helper is one of the most important sources of news and information for those of us involved in the contact centre and customer service business in the UK. CCH recently asked their readers to nominate who are the … Continue reading

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What price good service?

More than a decade ago, outsourcers sold themselves as technology partners, able to offer voice platforms that significantly reduced the cost of voice services.  Then came the age of ’employee investment’, and those that could demonstrate the ability to attract … Continue reading

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Time to stop talking about call centres

Is it finally time to stop talking about ‘call centres’? Even the broader term ‘contact centre’ fails to acknowledge the strategic role that customer service teams now occupy. But how should we start referring to call centres instead? Perhaps the … Continue reading

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Making sure your digital customer stays a customer forever

Social networks have changed the customer service industry beyond recognition. The creation of a multichannel environment where the customer chooses the channel, can jump across channels, and most of the interactions are public is a very different type of customer … Continue reading

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The Future of Outbound

There are some who will tell you that outbound has no future and that customer acquisition has moved on, they will point to growing numbers of people on TPS and the fact that the modern day multi-channel environment means a … Continue reading

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