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
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
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
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
A Personal View On The State Of Social Customer Service
The mere fact that June and July have been themed ‘social customer service’ month in two major industry sites mycustomer.com and ICMI call …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
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
Painting A Customer Service Strategy: session 6
This session explores continuity and capability. The first is about staying on track with your customer service strategy even when those …Read More
Painting A Customer Service Strategy: session 5
What are the management implications of trying to live by a customer service strategy? Previous sessions (one, two, three and four) have …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
Painting A Customer Service Strategy: session 3
Thus far we have considered strategy from the customer point of view. Now it is time to incorporate the needs of two other important …Read More