Archives

Spotlight on the Judges

As part of an occasional feature we focus on Nicky Bramley, Head of Customer Service at Adapt, who is one of the experienced Judges at this year’s Digital Experience Awards. We asked Nicky a few quirky questions to find more...

Engaging with the non-engaged

Engagement, it’s one of the marketing buzzwords du jour but the miss and overuse of it has made marketers lose track of what consumers actually want. Targeting a so called ‘engaged’ audience has become a marketers dream as they are easy...

We All Benefit

A return to the customer focused principles of insurance InShared is a Dutch online general insurance company with an unusual customer focus. Only 20% of its premium income is used to fund its business operations. The remainder is used...

How Can Live Chat Help SMEs in Increasing Profits

Have you not yet integrated live chat with your small business website? Improving customers’ experience has become inevitable for the entrepreneurs, especially for the small business enterprises. Did you know that you are losing too many customers because of not...

Click to Chat for SMEs

Are you a small or medium-sized business with an online presence? Do you interact with your customers or prospective clients on your website? If so, you might be interested in the benefits of click to chat… Why? For a small or medium-sized business,...

Customer Service – where SMEs can have the upper hand

With lower customer numbers, smaller marketing budgets and lower bottom lines, SME businesses can have a rougher road to tread when it comes to acquiring new customers, however, where they can win hands down is by being the right size...

The Future of Customer Experience

Joe Tawfik, CEO of Kinetic – a specialist business process outsourcing (BPO) for the telecommunication industry -looks ahead at what is emerging in the field of Customer Experience. Part two of the feature will appear in the July issue of...

Why haven’t we all switched to First Direct?

Since the seven day account switching scheme was introduced last September, only 1.3% (600,000) of us have decided to switch our bank accounts. And although this number is forecast to increase to somewhere between three and five million over the...

Why Customer is King in Small Businesses

The small business is regularly put forward as the place where excellent customer service can be delivered. Small, agile, nimble and close to the customer; so unlike the big giant monoliths with their layers of management and out-of-touch head offices. Recently,...

Question time for award-winning Russell

After winning UK National Call Centre Awards’ Call Centre Manager of the Year 2013 and being nominated for this year’s Senior Manager award by the European Call Centre Awards, Russell Wilson talks about life as an award winning Call Centre...