Tag Archives: trends

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

Posted on August 18, 2014 by Matt Sims

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 , , , , , , , , , , , , , , , | 2 Comments

Are customers moving to mobiles for #custserv?

Posted on March 18, 2014 by Matt Sims

Earlier this year, Kate Leggett from Forrester published her top ten predications for customer service in 2014. One of them was particularly interesting to me: Trend 2: Customer Service Will Adopt a Mobile-First Mindset Customer service mobile applications remain nascent as … Continue reading →

Posted in Current Affairs, Customer Service, Social Media, Telecoms | Tagged , , , , , , , , , , , , | Leave a comment

More great customer service views for 2014

Posted on December 4, 2013 by Matt Sims

We recently issued a call for opinions on customer service in 2014 and some comments are arriving on my Twitter, but I recently noticed this great audio interview online with Stephen Loynd. Stephen is the global program manager for customer … Continue reading →

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

Customer service trends in 2014

Posted on November 14, 2013 by Alistair Niederer

It’s that time of the year again where everyone is thinking about what will happen in 2014. What are the important trends going to be and what do executives involved in customer service need to be thinking about? At the … Continue reading →

Posted in Contact Centres, Current Affairs, Customer Service | Tagged , , , , , , , | 2 Comments