See the evolving world of technology through our eyes. Here we try to educate, provoke thought and invite your comments.
Written By 
Michael Smith on the 8th of January, 2015
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Continue ReadingWritten By Michael Smith on the 2nd of December, 2014
The e-care jewel in the crown: 'more digital the journey, the higher the satisfaction' According to a recent article published by McKinsey, an EU telecommunications company seeking to reduce the cost of customer service operations ...
Continue ReadingWritten By Michael Smith on the 18th of November, 2014
What do you get when you cross a robin and a lawnmower? A shredded tweet. Internet shopping is going to go through the roof again this Christmas according to a Mintel survey.One-quarter of consumers are planning to shop online mo...
Continue ReadingWritten By Michael Smith on the 29th of October, 2014
Having spent a number of years working with Asda Walmart, I understand the value of being ‘Happy to Help’. How you deal with your customers or clients can have a very positive impact on your business = growth; or, a very negative impact = churn. Retailer...
Continue ReadingWritten By Michael Smith on the 10th of October, 2014
The sort of voice call that Zendesk can help you get from your customers Hands-up if you haven’t got an Ipad or Tablet at home? Not many, I'm guessing. If your family is like mine, then there is always something happening on a ...
Continue ReadingWritten By Michael Smith on the 1st of September, 2014
How many customers believe that calling a customer helpline will be of assistance in an ‘hour of need’? More importantly, do businesses actually set-up inbound call centres with the objective of helping customers at all? Or is it just a me...
Continue ReadingWritten By Michael Smith on the 3rd of June, 2014
I had the good fortune to be invited to the Zendesk Art of Customer Satisfaction conference in London last week. This was a masterclass in how technology can be used to massively improve customer service. For those of you who are unfamiliar with...
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