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Blogroll
Tag Archives: service
Omnichannel Truths for 2016
One of the most important developments around customer experience in 2015 was the importance of omnichannel service. Originally this developed from a need to respond to the various new channels customers were using. This multichannel environment spawned the omnichannel once … Continue reading
Posted in Current Affairs, Customer Service, Innovation, Strategy
Tagged 2016, customer experience, customer service, multichannel, omnichannel, service
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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
Posted in Contact Centres, Current Affairs, Customer Service, Strategy, Technology
Tagged chat, customer, customer experience, customer service, IM, instant messenger, insurance, proactive chat, service
1 Comment
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 AHT, call centre, contact centre, customer service, custserv, engagement, kpi, service, SLA, strategy, transformation
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23 years of great customer service – and then there’s everyone else. Why?
The Daily Telegraph recently published their list of the top 100 companies for customer service in the UK. It’s an interesting mix of banks, retailers, airlines, and utilities with no obvious connecting theme except possibly the most important one, that … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service
Tagged customer service, first direct, hsbc, ryanair, Scottish Power, service, telcos, telegraph, top 100, utilities
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What are the three key trends in the customer service industry today?
In my last blog I talked about the need for any executive planning a customer service function to explore the future. This is a fast-changing industry now and who could have predicted a decade ago that customers would be receiving … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Social Media, Strategy
Tagged 24/7, custexp, customer, customer service, custserv, ecommerce, facebook, forbes, micah solomon, multichannel, omnichannel, service, social media, strategy, trends, twitter
2 Comments
More consumers are standing up for better service
Get up, stand up. Stand up for your rights. It seems that this is exactly what British consumers are doing more than ever before. According to new research published in CorpComms magazine around half of UK consumers today are offering … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service
Tagged corpcomms, customer service, demand, expectation, multichannel, service, social media
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Is telco customer satisfaction plummeting?
Is customer satisfaction plummeting at present? New research from research specialists GfK published by Marketing Week suggests that it is, and in particular it is the financial, retail, and telecom sectors that are doing offering the worst service to their … Continue reading
Posted in Current Affairs, Customer Service, Telecoms
Tagged bt, CSAT, customer, customer satisfaction, customer service, custserv, EE, finance, financial services, GfK, marketing week, o2, retail, service, Sky, telco, telecom, vodafone
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Customers are organising their own complaint forums
Last Friday The Daily Telegraph splashed a consumer story about mobile telephone users and their problems across their personal finance pages. The story focused in particular on EE, with example after example of bill errors and other bungled service. Regardless … Continue reading
Posted in Current Affairs, Customer Service, Telecoms
Tagged consumer, customer service, daily telegraph, EE, mobile telephone, newspaper, personal finance, service, telco, tv
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Great #custserv where it is least expected
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
Posted in Contact Centres, Current Affairs, Customer Service
Tagged agent, airline, autonomy, booking, contact centre, customer, customer service, flymonarch, guardian, monarch, monarch airlines, service, travel
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Three #custserv lessons from the restaurant business
This blog on the Open Forum features a really interesting three-point guideline to customer experience based on the restaurant industry. The food and restaurant business is a good place to look for advice in customer service because it is an … Continue reading
Posted in Current Affairs, Customer Service, Human Resources
Tagged customer service, hospitality, open forum, restaurant, return of customer, roi, service
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