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.
Read More
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...
Read More
March 13, 2015
Topics:
Contact Centre,
Customer Satisfaction
Posted by Maria Gray
Your Contact Centre is at the frontline of your business. Your agents are your customers’ first point of call if they have an issue, query, or would just rather have a chat with someone than figure...
Read More
March 6, 2015
Topics:
Contact Centre,
Employee Engagement
Posted by Andy Scott
A number of clients I work with in the Contact Centre environment offer customers the chance to share any feedback they may have on their experience with the brand. This is very important in today’s...
Read More
March 2, 2015
Topics:
Contact Centre,
Customer Experience,
Voice Of The Customer
Posted by Richard Knox
I recently found that when I was signing up for my new bundle of TV/fixed line services and sorting out my daughter’s new mobile, there was certainly no shortage of love and support. When I called...
Read More
February 26, 2015
Topics:
Contact Centre,
Customer Experience
Posted by Vikki Royle
Even when all else fails...
Read More
February 19, 2015
Topics:
Contact Centre,
Customer Experience
