Tag Archives: custserv

In 2015 the focus is on great customer experience.

Posted on January 7, 2015 by Jackie Lowe

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 →

Posted in Contact Centres, Current Affairs, Customer Service | Tagged , , , , , , | Leave a comment

Managing the Modern Retail Omnichannel

Posted on December 16, 2014 by brownsourcing

Omnichannel is one of those business buzzwords that is often used and seldom understood. Many use it interchangeably with multichannel, but I would argue that these are quite different concepts. First, what is the multichannel? This is really just the … Continue reading →

Posted in Current Affairs, Customer Service, Innovation, Retail, Strategy | Tagged , , , , , , , , , , , , , , | Leave a comment

Creating a Single View of Your Customer

Posted on December 15, 2014 by brownsourcing

As customer service has become more complex, it has become more difficult for retailers to capture and work with a single view of their customer. The explosion in channels over the past five years means that customers will often be … Continue reading →

Posted in Customer Service, Innovation, Retail, Strategy | Tagged , , , , , | Leave a comment

Are the energy companies just buying new customers?

Posted on December 4, 2014 by veronicawardell1

The Telegraph carried a fascinating report this weekend that explored the possibility that it is now cheaper for energy companies to ‘buy’ new customers, by offering great deals for switching, than to offer great service and keep the customers that … Continue reading →

Posted in Current Affairs, Customer Service, Strategy, Utilities | Tagged , , , , , , , , | Leave a comment

Utilities Need Even Better #Custserv in Winter

Posted on December 2, 2014 by richardnichollstp1

It’s December again. As we slide towards the end of the year, retailers are enjoying their pre-Christmas rush and events like Black Friday and Cyber Monday offer consumers an opportunity to reduce their festive spend, but there is a different … Continue reading →

Posted in Contact Centres, Current Affairs, Customer Service, Utilities | Tagged , , , , , , , , , | Leave a comment

Customer experience is the #1 strategic objective for 2015

Posted on December 1, 2014 by veronicawardell1

A recent report by the industry analyst Peter Ryan at Ovum was titled ‘customer experience should be the key focus for outsourcers.’ It contains some great insights. Ryan believes that those of us who advise other companies on how to … Continue reading →

Posted in Current Affairs, Customer Service, Strategy | Tagged , , , , , , , , | Leave a comment

Will the ‘Big 6’ lose their grip on UK energy?

Posted on November 25, 2014 by stuartmorristp

The energy regulator Ofgem has announced that complaints against the big six UK energy suppliers are at record levels. Over the first 9 months of 2014, this group of companies faced a barrage of 4.9m registered complaints and it is expected … Continue reading →

Posted in Contact Centres, Current Affairs, Customer Service, Utilities | Tagged , , , , , , , , , , | Leave a comment

How can tech help improve #custserv?

Posted on November 17, 2014 by Alistair Niederer

Tech Week Europe magazine recently listed six ways that technology can improve the customer experience. Now my first thought when I saw this was ‘only six’, but then it’s true that people are only just starting to notice how important … Continue reading →

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

What price good service?

Posted on November 14, 2014 by Jackie Lowe

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 →

Posted in Contact Centres, Current Affairs, Customer Service, Strategy | Tagged , , , , , , , , , , | Leave a comment

Making services innovation a reality today

Posted on November 11, 2014 by Matt Sims

Outsource Magazine and the consulting firm Alsbridge were recently looking for some examples of innovation so I thought I’d respond here on the blog with a few ideas. Innovation is a word that is used so often in product brochures … Continue reading →

Posted in Contact Centres, Current Affairs, Innovation, Strategy | Tagged , , , , , , , , , , , , , , , , , , | Leave a comment