It's no secret that IVR (interactive voice response) has never enjoyed great consumer support because design and deployment commonly fall …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
Painting A Customer Service Strategy: session 2
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
Painting A Customer Service Strategy: session 1
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
Managing Customer Service Innovation
If the quality of customer service is a powerful way for brands to distinguish themselves, then having that extra something over competition …Read More