Tag Archives: kpi

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

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

Making services innovation a reality today

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

How do you cope with new #custserv channels?

One of the biggest changes to the customer experience in the past half-decade has been the explosion of channels that customers can use to communicate with brands and the freedom of choice. By freedom, I mean that customers will often … Continue reading

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

What are the standard KPIs for social customer service?

When a service provider – like Teleperformance – takes on the customer service function for one of our clients, one of the most important aspects of the deal that has to be agreed is the choice of Key Performance Indicators … Continue reading

Posted in Contact Centres, Current Affairs, Social Media, Technology | Tagged , , , , , , , , , , , , , | Leave a comment

Taking customers on a journey

The speed of change in the way we communicate with each other and the  organisations around us has meant a significant shift away from the traditional focus on ‘Customer Service’ and the embracing of an overall ‘Customer Experience’. Customers don’t think … Continue reading

Posted in Customer Service, Technology | Tagged , , , , , , , , , | Leave a comment

Ecommerce – it’s tough at the top

It’s a tough job being an eCommerce Head these days. More and more shoppers are choosing the online channel because of convenience, advancement of online offerings by retailers – and cost, getting to the high street and parking is expensive! … Continue reading

Posted in Customer Service, Marketing, Social Media | Tagged , , , , , , , , , , , , , | Leave a comment