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.
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.
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?
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.
Take part in an employee productivity study with Classic FM
Mike Morrison, 4th January 2016
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…
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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Excellent article, Leon. Great tips. Addressing customer complaints through social media is certainl ...
A good read. This article consider customer service from one perspective: “it’s a people thi ...
Great article, Elena! You're absolutely right--SMS is an underrated service channel but is growing i ...
callcentrefocus ayrshire welldone. Very courteous staff ...