Due to different owners and competing agendas, the relationship between CRM and customer service is unfortunately not always as close as it …Read More
Customer Service Strategies help service organisations evolve by operationalising key initiatives on their roadmap to optimal effectiveness and service differentiation
Far too few organisations invest their creative energies defining their service vision and the key intiatives to take them there. There are many factors to typically consider such as multi-channel, multi-modal service delivery, the use of live service in relation to self service, social and mobile customer behaviour, service culture, front liine empowerment, the use of analytics and the role of the service centre in the wider Voice Of The Customer. These are some of the building blocks in a next generation customer service strategy
Intelligent Assistants – Your Breakthrough Self Service Strategy
I recently designed and ran a new masterclass – Making Automation & Self Service Work In Your Contact Centre. It was commissioned by Ann …Read More
Got These On Your 2016-2019 Service Roadmap?
Right now I can see three genuinely transformational technologies on offer for forward thinking contact centres. The first is …Read More
Where We Are Really At In Omni-Channel
My good friend Esteban Kolsky recently said that less than 1% of US contact centres are truly omni-channel. As an ex Gartner legend, Esteban …Read More
Social Customer Service: Talk Is Cheap, Action’s Much Tougher!
The growth in social customer service appears to have stalled. Now the early adopters are out and about, the expected next tranches are …Read More
What Getting Closer To Your Customer Really Means
I just wrote and delivered a webinar for Rant and Rave. Cool people with a great feedback platform. I also got the chance to listen to how …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
Within Five Years Call Centres Will Be Run By Marketing
The following post came out of a webinar I ran recently with NewVoiceMedia. This was our hypothesis to generate the discussion. Another …Read More
UK Challenges and Opportunities For 2014: A Leadership Perspective
Introduction A number of UK customer service, experience and engagement leaders have pooled their insight based on the themes that …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