As the need to ‘go digital’ grows ever stronger, more of us increasingly wonder what this means. Is it just about the new tech that keeps …Read More
Call Centre Service Innovation is the hallmark of advanced service brands that recognise the importance of making their brand stand out by introducing valued new services for their customers
Service innovation still has a long way to go if it is to match the way in which innovation is used in product development. However it is vitally important that the often stated intent of using service to differentiate is substantiated with resources and a clearly worked out approach to sourcing, evaluating and implementing new service ideas
Multi-Channel Experiences: Why Contact Centres Are Failing
There is currently much focus on multi-channel experience. Technologists frame the challenge as a move from multi-channel to cross channel. …Read More
Performance and Quality – Core To Ongoing Customer Service Innovation
The P&Q challenge is a global first. It remains a unique experiment in sustained collaboration for the customer service industry. Unlike …Read More
Why Customer Insight Matters To Every Customer Service Leader
Call centres, or contact centres if you prefer, have been forced onto the back foot during most of their relatively short history. They …Read More
Claridge’s: A Great Place To Discuss Personalised Customer Service
Having enjoyed a previous customer event chez Gordon Ramsey, I knew to expect a belt busting dinner. I was not disappointed! The homemade …Read More
Team Leaders As Performance Coaches
In my last post on the topic of the changing role of a team leader in Customer Service, I promised more about the skills, daily routines and …Read More
Customers, Clouds & Claridge’s
Sipping fine coffee the morning after dinner at Claridge’s is happiness itself. Especially on a warm spring morning when London’s …Read More
Ever Thought About ‘Selling’ Customer Service?
Here's what the Customer Service industry is missing: a service catalogue. A what? It's like a product catalogue, only for customer …Read More
Team Leaders & Their Changing Role In Customer Service – session 1
Team leaders are a group in transition. The Customer Service Operations they work in are now entering a third phase of existence. Just …Read More
Painting A Customer Service Strategy: session 4
This fourth session in the series on Customer Service Strategy looks at real world deliverables. By this I mean what you actually deliver …Read More