The P&Q challenge is a global first. It remains a unique experiment in sustained collaboration for the customer service industry. Unlike …Read More
Thought Leadership
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
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
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
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
