Customer Service Strategies

Here are the top 10 things that we can do to give our organisations a great reputation for service excellence. Over the next months we will then look at each one in detail to support the actions you are taking in your organisation to excel in this vital area.

Thinking of introducing homeworking into your call or contact centre?  Here are a couple of homeworking checklists (both for the employee and for the supervisor) that can be used to explore an individual’s suitability for homeworking.

Want to improve your customer relationship?  Start first by looking at how you improve the internal customer relationships. Paul Cooper investigates.

Many of you will have used Net Promoter Surveys (NPS) to gauge the perception of your customers towards your company, products and services and to turn your existing customers into promoters of your business. The surveys can be a useful tool for learning what your customers like and dislike about your company and using their [...]

Want to understand why customer service doesn’t get better?  Paul Cooper highlights a key disconnect.

Speech analytics has now been deployed in a number of contact centres.  We asked our panel of experts what they have found to be the biggest return on investment.
So did our experts reach a consensus opinion?  Read on to find out more…

According to Contact Babel, some UK regions can employ up to 5% of the local population in contact centres.
With such stiff competition for contact centre staff, how do we ensure that we can develop and retain talent?  Carolyn Blunt outlines a blueprint for talent development.

Exceed your clients’ expectations with these golden rules of customer service…

With organisations facing increased numbers of fines from the regulators, how can we make sure that our contact centres stay on the right side of compliance?
Karen Jones argues that on-call speech analytics can help improve quality assurance.

Once upon a time, in the long ago past when product was king, the marketeers ruled the earth.
Paul Cooper looks at the changing face of customer service.