I recently designed and ran a new masterclass – Making Automation & Self Service Work In Your Contact Centre. It was commissioned by Ann …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.
Right now I can see three genuinely transformational technologies on offer for forward thinking contact centres. The first is …Read More
I’ve been doing the rounds assessing the outputs of the latest two cohorts to participate in the P&Q Challenge. Zooming through the tube …Read More
I’m fond of pooh poohing those who think that adopting chat or another ‘new’ channel means they have gone digital. This is because …Read More
I've just returned from Florida. Loved the warmth of the swimming pools. Appreciated the ubiquity of common courtesy that America still …Read More
I've come across quite a few of the brands that offer social customer service here in the UK. Some have attended my masterclass. Others are …Read More
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
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