Why now is a great time to optimise your customer service – Part 3: Putting the right resources in place

Published on: August 05, 2020
Author: Anne-Merete Jensen - Senior Business Consultant

It’s essential that businesses are ready for changing customer needs, especially as we move closer to Peak. In the final part of this three-part series to help companies optimise their customer service operations, Anne-Merete Jensen explains 5 areas to focus on to ensure you have the right resources in place...

Why a consistent customer experience is so important (and how to deliver it)

Published on: July 08, 2020
Author: Pauline Ashenden - Demand Generation Manager

Building trust with consumers relies on companies delivering fast, accurate and above all consistent answers to customer service questions. This delivers reassurance to customers, which is always been important but is now vital given the fast-changing nature of the current crisis. Here are 4 areas to focus on to drive consistency…

Customer service: what you can learn from great business leaders

Published on: July 02, 2020
Author: Pauline Ashenden - Demand Generation Manager

In previous posts we’ve identified insights that modern customer service teams can learn from the great thinkers of classical antiquity and from key historical figures. In the next instalment of our series we delve into significant quotes from modern business leaders – what can they teach you and your team?

Why now is a great time to optimise your customer service - Part 1: Start with an audit

Published on: June 24, 2020
Author: Anne-Merete Jensen - Senior Business Consultant

Normally retailers, and companies in many other sectors, would now begin preparing for their Peak season. However, in 2020 almost every industry has seen its operations thrown into turmoil. But, no matter how your plans have been affected, now is still a good time to look at auditing and optimising your operations.

Customer service: what you can learn from great historical figures

Published on: June 11, 2020
Author: Pauline Ashenden - Demand Generation Manager

To help inspire customer service teams, we’ve looked back through history to pinpoint key insights that help deliver best practice today. In the first of our three-part-series we focused on the thoughts of the great minds of classical antiquity. In this follow-up, we focus on pearls of wisdom from key historical figures from the Renaissance to the late modern period...

The impact of knowledge on current customer satisfaction

Published on: May 20, 2020
Author: Steve Nattress

Being able to deliver fast, accurate and consistent information to consumers and their queries has always been a central part of successful customer service. In the current crisis its importance has deepened even more – we asked consumers about their experience of knowledge in the COVID-19 era and the lessons for businesses…

What will customer self-service look like in 2025?

Published on: April 01, 2020
Author: Steve Nattress

Self-service is already a key part of delivering the customer experience that today’s consumers expect. How will it develop over the next 5 years due to AI and other innovations?

Why you must map your channel strategy to your customer demographics

Published on: March 26, 2020
Author: Pauline Ashenden - Marketing Manager

Customer expectations are continually rising – particularly when it comes to the service they receive from businesses and the channels they use. We looked at the impact of demographics on customer service channel choice…

Customer Service in 2020: Reflect, Refocus, Reignite

Published on: March 11, 2020
Author: Pauline Ashenden - Marketing Manager

The recent Institute of Customer Service Conference provided the perfect opportunity to bring the industry together to share best practice, highlight strengths and look to the future. The event’s theme “Reflect, Refocus, Reignite” perfectly summed up what companies and organisations really need to do during these challenging times, as our report explains....

The changing role of the customer service agent

Published on: January 29, 2020
Author: Anne-Merete Jensen - Senior Business Consultant

Contact centre advisors have always been at the frontline of delivering customer service, initially over the phone and then through a range of other channels from email to chat. The role has never been static but is now seeing a rapid transformation. Here are the 4 areas that brands and agents need to focus on for the future.

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