Articles about customer service

Top tips for monitoring the quality of emails

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.

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Good customer service is cheaper than bad

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

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What can contact centres learn from market traders?

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.

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Are you displaying the right metrics on your wallboards?

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.

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Is an avatar the best way to give customer service?

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.

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Ten tips for dealing with customer complaints

Dealing with customer complaints effectively can improve customer retention and help your company gain a reputation for providing good service. Our panel of experts shares their top tips to ensure complaints don’t turn into disasters.

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Are you proud to work in customer service?

Are you proud to work in customer service, or are you too battered from all the negative calls that we get?
Paul Cooper argues that we all need to do a better PR job, particularly in the companies that we work for.

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Customer centric or concentric circles?

In the last few years there have been many attempts to put the customer at the heart of everything we do. As I’m sure you know, it is called the customer-centric approach.
Paul Cooper identifies a few ways to check how customer centric your organisation really is.

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Social media and customer service: Facebook vs. Twitter

Social media is big business these days, and Facebook and Twitter are two of the biggest social networks around. But which is best for delivering customer service?

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Forget Net Promoter, try the Customer Effort Score

At a time when securing the long-term loyalty – and revenue – of your customers is a priority, new research shows that delighting customers doesn’t build loyalty, but reducing the effort required from them in order to get their problem solved, does.
Keith Pearce investigates…

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