This post raises the question whether the ideals behind Social Media are about to be compromised as mining the Social Graph to drive Social …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.
It's no secret that IVR (interactive voice response) has never enjoyed great consumer support because design and deployment commonly fall …Read More
This is part two in a series of posts on Customer Service Strategy. Part one was a personal orientation on "why bother"? This session …Read More
Sometimes when I’m conference speaking or running a best practice forum, I get onto the topic of customer service strategy. I know I …Read More
If the quality of customer service is a powerful way for brands to distinguish themselves, then having that extra something over competition …Read More
As far as customer service technology is concerned, I guess if someone could add up the bill for what's been spent in the last decade, it …Read More
Online customer service has been through a pretty rapid evolution. Initially it hardly existed because the early wave of …Read More