The P&Q challenge is a global first. It remains a unique experiment in sustained collaboration for the customer service industry. Unlike …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.
Social Customer Service: Your Leadership Agenda
The growth of customer service via social channels is still in its infancy. That said, it has made incredible strides over the last few …Read More
Mapping Your Social Customer Service Ecosystem
There are two key differences between mainstream and social customer service. First is the switch from private to public …Read More
How To Kill Contact Centre KPIs
The introduction of Interaction Analytics into the operational environment of your contact centres is a milestone as far as KPI management …Read More
Customer Service In The Age Of Mobility
In this post I want to explore mobility from the perspectives of both the consumer and the Customer Service team. Let’s talk consumer …Read More
Interaction Analytics: Why CXOs Should Give A Damn
Is the topic of Interaction Analytics of genuine interest to executives? Think of your own CXOs for a second. Although they may have …Read More
Social Customer Service: Customers As Team Coach
It goes without saying that your attitude towards a social media crisis should be one of anticipation than denial. You know it's just a …Read More
Interaction Analytics: The Core Benefits
Interaction Analytics is becoming well known in Customer Service circles. Particularly in its single channel version many already …Read More
Social Customer Service: Exploiting The Upside
This post reflects on a missed opportunity between Marketing and Service. In particular Social Customer Service. We are all …Read More
How to Use Speech Analytics: Top Tips For Call Centre Adoption
Interaction Analytics is a game changer for customer service leaders. Why? Because a lack of credible insight into which issues currently …Read More
