Archives

Using Cloud for the Mobile Customer Experience

Richard McCrossan, Strategic Business Director at Genesys looks at how the cloud is enabling companies to quickly and easily offer customers a truly mobile service. It used to be the case that the contact centre used more advanced technology than the...

The key to customer service; pick up the cost of calls

EE recently announced that it is to start charging customers 50p to fast-track their calls to a ‘priority answering service’. SIM card only customers will also have to pay 25p to call the company’s customer service number. EE have said...

New Customer Insight leaders, don’t forget your data teams

Customer Insight Director used to be a title that you would find in research agencies, often the senior sales role. However in the UK this role has begun to appear on the “client side” across a number of sectors, including...

Back to the future: traditional mentality and modern technology can bring back self-management

The traditional British workplace is very different from what it used to be. The industrial revolution saw people use new technology to increase productivity and automate routine tasks, but they never lost the mindset of making things and then taking...

Small business, big challenge: The ups and downs of being an SME

Starting up your own SME has never been a plain-sailing operation and none more so in today’s climate where competition is fiercer than ever. As well as the headache of financing your dream, there are always the little things that...

Walk a mile in their shoes

It has never been more important to keep close to your customers. With an explosion of media channels, customers now have access to countless sources of information on the products and services they are interested in. Dr Emma K. Macdonald...

Best Western’s First Contact Resolution -A Year On-

Companies receive complaints. Whatever the industry. It is how the company deals with the complaints that makes a huge difference to wider brand perceptions. A quick search on social media will demonstrate how many complaints brands receive – and that...

Countdown to zero for Banking Customer Service

When it comes to measuring Customer Satisfaction, customers start their interaction hoping they’ll be able to score businesses at a ten, it’s only what we do throughout our interaction with them that keeps their score up there or that gradually...

Hospitality – What do we want from our hotel stay?

How often have you stayed at hotels either on business or for pleasure? What is it that you’re looking for from your stay? I often stay at hotels for work and less often with my family and I have a relatively...

Do your hotel guests or restaurant diners suffer from buyers' remorse?

So you’ve got the booking. All you do now is wait for your guests to arrive. Right? I’m sure you, like me, have made purchases – maybe bought a new pair of shoes, ordered a new car, or booked a holiday...