Articles about customer experience

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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Turning complaining customers into fans

Up until a few years ago, the only way for customers to tell an organisation that they were unhappy about a service was to write in or to call. Now social media is changing it all.
Helen Rutherford looks at how to change complaining customers into fans.

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The Top Ten Customer Annoyances to Avoid

While eliminating customer annoyances may not double your client base overnight, it will help to secure your customers’ confidence in your abilities as a reliable, efficient service provider.
The following are the ten annoyances most likely to prevent your customers from returning to you for future business.
Avoid them like the plague.

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What is the best voice to use for on-hold messages?

Choosing a voice to represent an organisation requires a deep understanding of branding. Matthew Brown looks at how voices are chosen for on-hold messages.

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C is for Customer

OK, I’ll put my neck on the line here. The purpose of being in business is not to make profit.
The purpose of being in business is to create and keep customers.
In this article, Carolyn Blunt looks at how we should treat different customer groups in different ways.

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Time to drop the automated phone systems?

Paul Cooper argues that if we want to improve customer service, we should start by getting rid of the automated systems.

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5 reasons why support forums need to move on

Despite many changes that have happened to the internet, support forums seem to have remained essentially unchanged since their inception as bulletin boards back in the early 1970s
Orhan Ertughrul explores 5 areas where support forums are no longer up to the mark.

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A is for Assertiveness

Assertiveness is ‘the ability to express one’s ideas, opinions and beliefs openly and honestly, without violating the rights of others’. Yet it is the part that says ‘without violating the rights of others’ that some people forget and inadvertently tip into behaving ‘aggressively’.
Carolyn Blunt explores how we can get our agents to deliver the right [...]

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The top 10 call centre ‘oh no’ moments

Every call centre has its ‘oh no’ moments, when a customer service agent says something insensitive, or gives bad advice.
We polled a number of call centre agents to find out their worst moments.
Matthew Brown takes a light-hearted look at a few classic examples.

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