Martin Taylor

Will online personalisation and discounting be the game changer for consumers in 2016?

Martin Taylor, 20th January 2016

How will retailers differentiate themselves in 2016 with regards to customer experience: no company can rest on its laurels, especially not the UK’s Big Four supermarkets.

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Sean McGrath

Maintaining data visibility in an omni-channel world

Sean McGrath, 20th January 2016

2015 will be remembered as a defining period in the transformation to omni-channel contact centres.

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Elena Lockett

6 customer channels for customer service: back to basics

Elena Lockett, 14th January 2016

What are the key customer channels for customer service and what are their advantages and disadvantages?

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Hannah Brewer

Employees failed to motivate their staff in 2015

Hannah Brewer, 7th January 2016

Unmotivated employees not only a concern to the contact centre industry, survey finds.

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Mike Morrison

Take part in an employee productivity study with Classic FM

Mike Morrison, 4th January 2016

Classic FM are running a study measuring how classical music impacts positively on productivity in the work place. We’d like to work with a contact centre to explore if employees, when played classical music, perform better at work compared with those who don't. Classic FM are working with Professor Andrew Oswald and his team at the University of Warwick whose...

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Steve Nattress

Making customer service part of everyone’s role

Steve Nattress, 11th December 2015

In today’s competitive markets customer service is increasingly part of the job of everyone in the organisation. The customer journey often cuts across multiple departments, from the contact centre to sales, marketing and logistics. Moreover, there are specific, detailed customer queries that can only be answered by experts working outside the customer service team who have particular specialist knowledge or…

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Mark Oppermann

Voice And Webchat Are Great – Until They Turn Up On ‘Biggest Gripes’ Lists

Mark Oppermann, 10th December 2015

Mark Oppermann of VoiceSage thinks that an in-depth study on what we’re doing right – and what we’re doing not so right – in the customer contact centre field offers food for thought A recent survey by respected consumer champion Which? found out what the British public’s biggest gripes are when it comes to working with them. Its team asked more than…

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