Customer Service Strategy

Looks at the strategic side of planning a contact centre for customer service, customer care or sales.

5 strategies for improving your NPS score

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 [...]

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Customer service – the disconnect between spin and reality

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

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Speech analytics: Where is the best return on investment?

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…

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Strategies for developing and retaining talent in the contact centre

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.

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The A-Z of customer service

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

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A new way to avoid compliance fines

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.

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Customers are prepared to pay more for good service – a history lesson

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.

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How to manage complaints coming in via social media

Social media is an increasingly popular channel for customers to get in touch with companies. Matthew Brown looks at how to manage complaints received through social media.

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How to manage a successful offshore contact centre

While there is little data to suggest that your customers will pack up shop and flee to your closest competitor just because you’ve sub-contracted a foreign contact centre, there is substantial evidence to demonstrate that, in the long term, you could lose even your most loyal clients if you fail to provide the quality of [...]

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