This is the third and final post on multichannel customer service. It is part of a programme I'm running with Capita in their role as …Read More
Next generation customer service is about orchestrating call centre, e-service, social network and peer to peer communities into single customer journeys that work fast first time and reduce customer effort.
Serving up those experiences are passionate, skilled and empowered brand ambassadors who increasingly link across the silos to join Customer Service, Marketing and Sales under One Agenda.
This is the second in a series of three posts exploring the issues around becoming a multi-channel service organisation. Of course you might …Read More
My good friend Esteban Kolsky recently said that less than 1% of US contact centres are truly omni-channel. As an ex Gartner legend, Esteban …Read More
The world of customer service is ever changing. The capability to deliver omni-channel, personalised customer engagement is now common. It …Read More
Now we are entering 2015, I thought it would be interesting to review how social customer service has evolved during the last twelve months. …Read More
The growth in social customer service appears to have stalled. Now the early adopters are out and about, the expected next tranches are …Read More
In the process of getting the word out that I'm bringing my Master Class to the U.S., I've been mugging up (more than usual) on the state of …Read More
Like 'chalk and cheese' and 'hand in glove', social customer service and continuous improvement go together. In fact it is downright …Read More
Knowing your impact in social customer service makes a lot of sense. Everyone else gets to glimpse symptoms of your performance every time …Read More
The language of Service Levels Agreements (SLAs) suggests these are promises made to customers around the service performance you are …Read More