Paul White

Staffing for web chat – what’s the big deal?

Paul White, Comment Now, 17th April 2014

Paul White argues that multi-skilling agents, rather than worrying about staffing for web chat is the better option when it comes to cost effectiveness and employee engagement.

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Martin Hill-Wilson

Social customer service metrics

Martin Hill-Wilson, Comment Now, 16th April 2014

I am often asked what are the best social customer service metrics for performance, and the answer really depends on what your organisation wants to achieve, says Martin Hill-Wilson.

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Georgina Smith

Addenbrooke’s Hospital: benchmarking customer service for superior care

Georgina Smith, Comment Now, 15th April 2014

Georgina Smith, Operations Manager at Cambridge University Hospitals NHS Foundation Trust, talks to us about her contact centre’s experience with the customer service benchmarking programme.

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Lara Doyle

European Call Centre & Customer Service Awards 2014 Finalists Announced

Lara Doyle, 1 Comment, 8th April 2014

We are delighted to announce the finalists of the 2014 European Call Centre & Customer Service Awards.

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Andy Preston

Reasons for poor sales performance

Andy Preston, Comment Now, 3rd April 2014

Andy Preston advises on the reasons for poor sales performance and how to spot it, manage it and eliminate it.

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Amir Sabo

How visual IVR can help to improve customer experience and benefit the contact centre

Amir Sabo, Comment Now, 3rd April 2014

Amir Sabo discusses the benefits of visual IVR for the customer and the contact centre and how its ease-of-use and cost effectiveness might be a better option to traditional IVR.

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Sarah Stealey Reed

The mobile customer service marathon

Sarah Stealey Reed, Comment Now, 27th March 2014

Do you have a Mobile Customer Service Strategy?

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Latest Comments

Nick Davey
Nick Davey on European Call Centre & Customer Service Awards 2014 Finalists Announced
I've had such a great week congratulating all the finalist and getting them ready for the next stage ...
Julie Mordue
Julie Mordue on Generation Y is the driving force behind the contact centre industry
This article is a great example of how we should look after our front line agents and by doing so ca ...