Blog

See the evolving world of technology through our eyes. Here we try to educate, provoke thought and invite your comments.

Branded Help Centre: give people the red carpet treatment they deserve

How we meet, greet and treat prospects and customers is important. Those first impressions are lasting impressions that can echo positively or negatively in social media, reviews and by word of mouth.

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Can you outsource customer service and expect to keep everyone happy?

Driving home last night, I was called on my mobile by a contact centre. On answering, the call was ‘dropped’. When I called the number back, an auto-message advised that I had been called by the company (named) on behalf of one of its clients (name withheld).

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Onboarding, education and support - why technology is best purchased as a service

We live in an age of continual change much of which is driven by SaaS technology. In our personal lives, we readily embrace new applications and smarter ways of doing things.

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Why relying on an IVR and call routing fails your customers.

Can you imagine going into a store to speak to the customer service desk and being asked to buy a ticket to join the queue. Even worse, imagine if there was meter charging - so the longer you stood there, the more it cost.

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Calling time on 0800 - The changing world of Inbound.

‘The end of the line for rip-off 0800 numbers’ as The Mail described Ofcom’s move to end excessive charging of free-phone numbers to mobile was welcomed by the world at large this week.

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Aligning customers, agents and colleagues to improve satisfaction & experience.

Having chaired the discussion panel a last Zendesk’s Art of Customer Satisfaction conference last week, I realised that omni-channel customer service is still work in progress for many high street brands...

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The value of having a single view of a customer at your fingertips

We would all like to think that retailers, banks and utility providers see having a single view of what is going on in our lives in relation to goods and services they provide as paramount, however...

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Why consolidating Customer Service is key to improving Customer Experience

An organisation’s ability to get accurate, real-time information about customer engagement is vital in today’s multi-channel world...

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Why a digital help-centre is essential to protect your brand

Make your Help Centre a warm and wonderful destination for advice & informationThe customer service or help-centre has existed in retail for years now. A dedicated area to get advice or answers to queries or return product without slowing down the chec...

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Self-service - why its important to give your customers the option

Real-time customer data is key to understanding how best to engage your customers You might not realise it, but the digital world is creating a massive rise in demand for consumer and b2b ‘customer self-service’. And if you think...

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