Articles about customer service

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.

Opening hours are a vital part of the success of a call centre. Call centres that deal with the public have to ensure they are open at times when people are able to call in. Which opening hours work best? Matthew Brown looks at the options.

As a follow-up to his article  the top 10 questions in customer service Paul Cooper looks at ten more frequently asked questions.

Paul Cooper gives us his opinion of the top 10 questions for customer service.

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.

Email is an increasingly common way to communicate with customers, and monitoring quality is essential to ensure high productivity.
Our expert panel share their tips on how to get the most out of email customer service.

Paul Cooper argues that you get a real financial return from providing great customer service.

Paul Cooper argues that we can all learn a lot from a trip down at the local market, especially when it comes to customer service.

Call centre managers who still believe that a wallboard displaying five to six simple operational metrics is all they need to guide their teams to their goals are missing an important aspect of customer service, argues Susan Saldibar. 

Are virtual reality characters or avatars really the best way to give customer service?
Andrew Mennie explains how the technology can be used in call centres and Matthew Brown takes a look at the avatars already in use.