Back Story I recently judged the L&D category for the CCMA’s national awards. In the process, I noticed quite a few submissions …Read More
Customer Service
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.
Real-Time Agent Guidance – Help or Hindrance?
I recently had the pleasure of an hour-long conversation with Mark Lockyer, CallMiner’s international sales director on the progress being …Read More
Be Ready. It’s Here, Now and Totally Different
Here's my take on the series of high profile acquisitions currently impacting the customer service/engagement space. Cisco intends …Read More
The Technology Now Needed For Customer Service
I was challenged by Leigh Hopwood, the CCMA's new CEO to provide a 90 second summary of technology needs in today's service world. This …Read More
COVID Needs Both Short & Medium Term Customer Service Strategies
Speed Of Change During my time working with the Coveo team over the last few months, listening to customer stories during online pizza …Read More
Measuring Up
How Many 2019 Predictions Did You Nail? I co-produce customer service predictions with NewVoiceMedia and CallCentreHelper.com every …Read More
Why Self Service Remains Jam Tomorrow
In an unsurprising finding, Gartner has recently declared that self service resolution rates suck and omni-channel has just confused …Read More
Inside Shop Direct’s Customer Closeness Centre
Scene Setting Scene Setting I’ve decided to write a series of posts featuring organisations I rate as being at the front of the …Read More
What’s The Real Message About Messaging?
For some, messaging is front and centre. It inspired Josh March, CEO of social customer service platform Conversocial to write his …Read More
Messaging As Part Of Mobile Omni-Channel
Why You Need A Mobile Customer Service Strategy I currently begin my mobile customer service masterclass with a headline taken from the 2017 …Read More
