Tag Archives: support

Who created the Omnichannel?

I have been talking a lot about how 2013 is going to be the year of the omnichannel. Just take a look back at my last few blog entries – I have probably mentioned it on almost every post this … Continue reading

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How do you define great customer service?

What is great customer service in a multichannel environment? It should certainly involve social media, but there are some more fundamental rules than just answering customer comments on Twitter. The Guardian recently explored the five key attributes of great service … Continue reading

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Listening to your customers

Handling customer service on new social channels is very different to voice, email, or chat, but many commentators have failed to acknowledge just how different social customer service really is. Social Media Today just published some interesting research focused on … Continue reading

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Olympic branding – time to cheer the sponsors?

What with the lost team buses and many security guards not being ready in time for the start of the Olympic games there has been a tendency in the media to criticise the games – and this is even before … Continue reading

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The next generation contact centre

I noticed a short video this week where Ovum analyst Peter Ryan talks about the next generation contact centre. And he also manages to summarise this immense topic in about a minute – something many of us in the industry … Continue reading

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Cloud on the horizon

The cloud is a technical concept, usually something for the IT people to focus on and not the kind of concept that should be on a customer service blog, so why am I about to talk about it here? Sometimes … Continue reading

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