Best Practice

4 ways of raising the profile of customer service in your organization

Published on: September 30, 2016
Author: Anne-Merete Jensen - Senior Business Consultant

National Customer Service Week (NCSW) will soon be celebrated on both sides of the Atlantic. Running between October 3-7, it highlights the importance of customer service to every organization, and provides the opportunity to learn from best practice and to celebrate success across the sector.

Why making it memorable is key to customer experience success

Published on: September 28, 2016
Author: Steve Nattress

Consumers are constantly undergoing new experiences, but very few leave a lasting impression, with only those that are truly memorable remaining in our brains. These tend to be experiences that drive strong emotions – either of delight or anger. This is particularly true when it comes to the experience consumers receive from brands, with the majority quickly forgotten.

Balancing investment between digital and traditional customer service

Published on: September 16, 2016
Author: Derek Lewis

Many organizations are embracing digital transformation, making investments to enhance the customer experience they deliver on these digital channels, such as email, chat, the web and social media. However, new research from Accenture Strategy underlines the importance of offering a full range of channels to meet all consumer needs.

Getting ready for Christmas – 5 areas for retailers to focus on

Published on: September 14, 2016
Author: Anne-Merete Jensen - Senior Business Consultant

It may seem like a long time in the future for consumers, but as every retailer knows Christmas is coming – fast. Now is the period for finalizing plans and ensuring that the vital holiday season goes as well as possible. Customer service and the experience you offer consumers is a critical part of this, so what should companies be doing NOW to ready themselves?

The importance of understanding language in customer service

Published on: September 07, 2016
Author: Chris Eideh - North American Sales Executive

People use a whole range of different words to refer to your products – many will differ from those words that your organization uses internally. For example, research found that there are 57 names for the humble TV remote control, including the flipper, the changer and even the doofangle. This wide range of language can create problems for customer service...

Are you joining the dots when it comes to customer service?

Published on: September 01, 2016
Author: Pauline Ashenden - Demand Generation Manager

Today’s consumers want the freedom and flexibility to make contact using whichever channel they choose – and get a fast, helpful response to their query. They also want to be able to seamlessly move channels during the course of a conversation, without having to repeat themselves...

Why email is more important than ever for customer service

Published on: August 19, 2016
Author: Neil Cox - Account Manager

While it is widely considered a mature channel, email is becoming more, not less important when it comes to customer service. Consumers value its ease of use and full audit trail, while the rise of mobile makes it even faster and simpler to contact companies using email. Expectations are high – customers demand fast, high quality responses that answer their questions. This puts a strain on...

Delivering the benefits of knowledge management in customer service

Published on: August 12, 2016
Author: Dharmesh Ghedia

Over the past month I’ve focused on the importance of knowledge management within customer service, looking at the challenges that need to be overcome, and the skills that a knowledge manager needs to succeed.In this post I’m going to look at the end result – the benefits that leading organizations have achieved by centralizing knowledge and making it available to their agents...

7 ways to harness chat for improved customer service

Published on: August 05, 2016
Author: Gokcen Onur - Technical Project Manager

Chat is amongst the fastest growing channels for customer service. This is because it delivers major benefits to both consumers and companies. Consumers love its ease of use and ability it gives them to hold real-time conversations with brands, and therefore get faster responses to their queries. Companies like the fact that is more efficient than the telephone, as agents can simultaneously chat

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