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Bringing the voice of your customers into your boardroom and working practices

CONTACT CENTRES AND THE COST OF LIVING CRISIS

19 October 2022

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Waking up to the news every day alerting us to the latest data on the cost of living crisis surely affects the most resilient amongst us. Today’s headline is that inflation figures show the cost of living went up 10.1% in the 12 months to September. This means rising at their fastest rate for 40 years. And let’s remember this was calculated pre ‘mini budget’ (but we’re not venturing down a political alley, there’s plenty written about that elsewhere).

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Customer Service Recognition Day

07 October 2022

Friday Social Card

WOW! This week’s National Customer Service Week (NCSW) celebrations are coming to a close today and it’s time to recognise the individuals and teams who have gone above and beyond, those people who have had a significant impact on your customers.

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Effective Strategy And Leadership

06 October 2022

Thursday Social Card

Today’s celebration of National Customer Service Week (NCSW) is focussed on effective strategy and leadership skills. Great customer services starts at the top and to be genuinely successful should be part of an organisation’s culture. When asked who is responsible for customer services within an organisation, the answer should be a resounding “everyone” and not the typical answer of “the customer service team”. That said, there should also be a customer services team. 

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The Professionalisation Of Service: Skills & Capabilities

05 October 2022

Wednesday Social Card

I have been working in and around contact centres for almost 30 years and in that time the landscape has changed enormously! In my early days we had just brought in computers, but it was all “black and green screen technology” effectively filling in a database as we went. Each advisor completed the screen in their own way and there was no real consistency of conversation, but each conversation was very personalised. By the late ‘90’s I was working on a new sales order entry system to make the conversations and transactions flow better. It was in this role that my passion for customer experience was ignited.

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