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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Written 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 ...
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Written 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 whol...
Continue ReadingWritten By Michael Smith on the 1st of September, 2014
Give your team the tools to make your customers love them! 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...
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 Zendesk, it...
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