Posted by Bob Winnington
Have you ever wondered what your Contact Centre might look like in a years' time? How about five years' time? Here we're going to take a look at what you need to start thinking about now, to make...
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March 17, 2015
Topics:
Contact Centre,
Customer Experience,
Future Of Contact Centre
Posted by Bob Winnington
We all know the benefits of providing excellent Customer Service, but what are the key characteristics of high performing service organisations?
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March 17, 2015
Topics:
Contact Centre,
Customer Satisfaction,
Customer Effort
Posted by Bob Winnington
A lot of people are already familiar with the world class customer service model, and it's well worth a look as the points covered are still so relevant in today's Contact Centres.
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March 13, 2015
Topics:
Contact Centre,
Customer Service
Posted by Bob Winnington
During my time with the Institute of Customer Service, I had a lot of involvement with the UK Customer Satisfaction Index; a twice yearly survey that achieves around 40,000 responses from around...
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March 13, 2015
Topics:
Contact Centre,
Customer Satisfaction
