Tag Archives: service

Omnichannel Truths for 2016

Posted on December 21, 2015 by

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 →

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Customers are defining how they contact you – work with them

Posted on April 7, 2015 by

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 , , , , , , , , | 1 Comment

What price good service?

Posted on November 14, 2014 by

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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23 years of great customer service  – and then there’s everyone else. Why?

Posted on September 24, 2014 by

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 →

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What are the three key trends in the customer service industry today?

Posted on August 18, 2014 by

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 →

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More consumers are standing up for better service

Posted on June 20, 2014 by

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 →

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Is telco customer satisfaction plummeting?

Posted on June 4, 2014 by

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 →

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