The Agent: Zen and the art of keeping customers happy
Lara Doyle, 20th October 2014
Your agent is your customer service guru – and faces the challenge of keeping customers happy while meeting organisational objectives
“Marketing and Customer Service Departments are beginning to reach out to each other”
Lara Doyle, 17th October 2014
We spoke to Luke Brynely-Jones of Our Social Times at Customer Contact Expo about trends and challenges when dealing with social for customer service.
e-Commerce: Put customers ahead of technology to get ahead of the game
Adam Bannister, 17th October 2014
A panel hosted by a leading customer futurologist urged companies to put “the human touch” into e-commerce.
A 5 minute interview with James Leech, Service Lead, Argos Customer Services
Lara Doyle, 13th October 2014
“Mobile technology produces a dilemma for companies in terms of the service provision they have in place for mobiles.”
How to navigate the many strategic and operational challenges of running a multi-channel contact centre
Matt Dyer, 29th September 2014
Whether you’re managing a busy contact centre, responsible for your organisation’s ecommerce operations or focused on driving digital engagement, we’re all faced with the challenges of working in an intense, change-driven environment.
Creating a culture of appreciation in the contact centre
Adrian Duncan, 24th September 2014
With an average of 25% of employees leaving their call centre job within 6 months, how can you expect to deliver a great customer experience without first addressing the motivational needs of your frontline employees?
The best customer service gimmick I’ve seen all year
Lara Doyle, 24th September 2014
KLM is putting man’s best friend to the customer service test.
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