Category: Uncategorized

Caught Between Fear and Trust – Elephants in Public Sector Performance

My research and training within the public sector reveals staff are clearly feeling the pressures of performing in climates of: more for less cut backs redundancies limited promotion opportunities diminishing resources pay freezes The Effects of Fear and Trust Health care, emergency services and council services amongst others,...

Winners share secrets to their success

With Customer Experience being high on the radar for businesses, it’s no surprise that The Cranfield Customer Management Forum (CCMF) set the agenda for their February workshop ‘Winning with Customer Experience’. A series of thought provoking presentations were made by...

Call Centre winners who treat complaints like gold

AmicusHorizon are champions when it comes to contact centres, having scooped the ‘Best Small Contact Centre’ at the 2013 UK Customer Experience Awards. We look at how they make their call centre stand out. AmicusHorizon is a charitable housing association (contact...

Digital choices

The all-new UK Digital Experience Awards are on the lookout for creative entries that have enhanced the digital experience of customers. The Digital Awards will follow the same format as the highly successful UK Customer Experience Awards, and are presented in...

The Seven most popular myths about Cloud Contact Centres Dispelled

Klaas van der Leest, UK Managing Director, Intelecom dispels 7 myths about contact centres in the cloud Cloud computing is here to stay and cloud providers are quick to quote the benefits of this new phenomenon including minimal upfront expenditure,...

Consumers expect a similar level of customer service, when shopping online

According to a recent study by Zendesk, just 7% of online shoppers surveyed were extremely satisfied by the level of customer service brands provide across their channels. Do e-retailers meet the demands of their customers when it comes to customer service?...

How content marketing intelligence improves the customer contact centre

There is no doubt that content marketing as a practice is beginning to be widely adopted by organizations. Indeed, conservative estimates suggest the content marketing industry to be worth $44 billion. That said, whilst content seems to be infiltrating every aspect...

The bright future of web chat in the UK

The real-time online customer service solution, iAdvize and the CallCentre.co.uk, a trusted resource for the contact centre and customer service community have just published the results of a survey investigating how UK businesses perceive web chat. The pool of respondents...

Customer Experience in the call centre: New approaches to Quality and Performance

It’s still true that even in this digital age the call centre is many customers’ only point of contact with a company. A lot has been said about the call centre industry, and in most cases it is portrayed in...

Your future is in your hands

Back in mid-January, BDO released a report, written by the Economist Intelligence Unit (EIU), which looked into the impact of poor customer service on businesses worldwide. The report, which surveyed more than 800 senior business leaders from around the world found...