An example of an awesome ‘Contact Us’ page – a lesson in multi-channel customer service
Lara Doyle, 1 Comment, 6th March 2014
While looking into how UCAS operates their social customer service, I stumbled across their fantastic ‘Contact Us’ page.
Chris Hancock takes a closer look at the problem of high abandoned call rates, how to understand what’s going on and the improvements that can be made.
buw and TUI Service AG provide a convenient service to their customers
Gero Keunecke, Comment Now, 3rd March 2014
Recipients of the Best Travel and Hospitality category at the 2013 European Call Centre & Customer Service Awards chat about a winning era of customer convenience.
How to motivate temporary and fixed term employees in 7 steps
Simon Stead, 1 Comment, 27th February 2014
Keeping temporary staff motivated is a challenge, but here’s a cheat sheet of successful techniques to help you.
Live coverage: building a winning multi-channel service
Lara Doyle, Comment Now, 26th February 2014
Today, I am live blogging during a Sabio and European Call Centre & Customer Service Awards event, ‘How to build and maintain and award-winning contact centre.
Analyse this: a real customer interaction using web chat, and how it all went wrong
Lara Doyle, 1 Comment, 25th February 2014
A reader wrote in attaching her recent interaction with a customer service advisor via web chat.
Will EE’s announcement of 1,000 new UK jobs help to improve its customer service?
Lara Doyle, Comment Now, 21st February 2014
EE announces 1,000 new customer service jobs to UK shores, as re-shoring becomes a hot topic for the UK economy.
How do you react when your customers call you Dude? You reach out to them on their level, of course.
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A really strong example. Self service is am area that,, done well, can save customers time and opera ...
A UK or FCA regulated insurance company is responsible for the calls made on its behalf even if the ...
Massive training issues here...I could go on! I am sure that the majority of our service provider ...
Totally agree with all of that. Treat your temporary staff as you would treat your full time people. ...