Articles

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  NPS or Customer Effort?

  June 9, 2017 • Articles • 56

  About a month ago I had a fantastic meal in a restaurant in central London for an anniversary. It was slightly expensive, but...

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  The Five Biggest Contact Centre Issues And How To Deal With Them

  May 30, 2017 • Articles • 143

  Contact centre technology expert John Duffy reviews practical ways of balancing on what he says is the ‘tight rope’ of good...

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  Providing The Public Sector Customer With Choice

  May 30, 2017 • Articles • 108

  VoiceSage’s Matthew Weil looks at the issue raised at a recent UK Contact Centre Forum and VoiceSage joint seminar on channel...

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  If you think speech analytics is too expensive, think again

  May 25, 2017 • Articles • 73

  We are truly in the age of the customer is king. With technology an integral part of our lives, the connected world means that...

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  The Evolution of the Customer Experience Centre – Part 1

  May 25, 2017 • Articles • 49

  Before we start it’s important we know where we came from . A brief history of Centralised Service Centres is as follows:...

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  Getting personal with GDPR

  May 18, 2017 • Articles • 101

  Most people are unaware of how much personal data is now collected and used. Traditionally, it was collected directly from us,...

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  Britain’s secret customer service army: unsupported and undertrained

  May 9, 2017 • Articles • 123

  For every ‘formal’ contact centre worker in the UK, there are a further six people who have responsibility for dealing with...

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  ​Greg’s 88-Second Customer Service Adventure

  May 9, 2017 • Articles, Top Tip Videos • 217

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  Case study: How the Caravan and Motorhome Club found the road to successful social customer care

  May 9, 2017 • Articles • 77

  The Caravan and Motorhome Club is the UK’s leading club for caravan, motorhome and trailer tent owners.  The forward-thinking...

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  UK retail customer experience failing to improve with nearly 50% of queries left unanswered

  April 13, 2017 • Articles • 168

  Eptica study finds consumers more likely to get an accurate response on email than Twitter, Facebook or the web Reading, UK, 30...