Archives

To Outsource or Not to Outsource…

Managing citizen contact is a major challenge for any public sector organisation, but quite often, the decision behind outsourcing your customer service can turn into a dilemma, of Shakespearean proportions! We’re here to tell you that it needn’t be –...

The way of a fool seems right to him, but a wise man listens to advice

There is a cautionary tale from this reference from Proverbs 12:15 for any business which wants to improve its way of working; how competent you think you are is probably not the reality of how competent you actually are. The worst...

Customer experience Titanic or Titan in the making?

Paul Massara took over as the chief executive of npower in January 2013. Arguably a difficult job to take on, not least because of the poor customer service reputation and previous mis selling practices conducted between 2009 and 2012, allegedly...

Metro Bank – A delightful and daringly different banking experience

I was recently very honoured to get a new and titled follower, along with a retweet, on Twitter. In fact this follower has two titles, which, considering he’s a dog and is associated with a bank is even more impressive....

Business leaders feel most threatened by IT hazards

Cyber attacks are continuing to cause the greatest worry for organisations, according to a new report published by the Business Continuity Institute (BCI), in association with British Standards Institute (BSI). IT threats are ranking above other threats such as natural disasters,...

US consumers twice as likely to share a bad service experience than UK counterparts

New research reveals that US consumers are twice as likely to share a bad customer service experience than those in the UK; whereas Brits are more inclined to recommend a company following a positive interaction. Following an inadequate experience, half (49%)...

How To Use Session Replay to Improve Your Customers’ Website Experience

A recent IMRG Capgemini e-Retail Sales Index showed U.K. online retail sales via smartphones and tablets increased 138 percent in 2013 compared to 2012, with 82 percent of the sales attributable to tablets. This underscores a potentially massive problem for...

Web chat: Why it’s becoming the customer channel of choice

Klaas van der Leest, UK Managing Director, discusses the benefits of Web chat and explains how to prepare for the chat revolution According to research by BTi, ‘web chat is climbing the ladder of customer channel preference’ and rapidly contributing to...

How Transformational Outsourcing can provide a new lease of life to contact centres

The past decade has seen a significant shift in organisations’ approach to customer management. Pre financial crunch saw companies aggressively building market share and rapidly deploying voice channels to drive the increasing volumes in customer contact. But over the years,...

Social Media – How it can make or break your customer’s experience

Richard McCrossan, Strategic Business Director, Genesys Social Media has provided a huge platform for businesses to promote themselves and chat to their customers, but where does it stand in the world of customer service? We now have the answer. Positive customer service...