Top Tips

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  The compelling business case for homeworking

  October 16, 2015 • Top Tips • 1872

  It’s a fact… the days of customer service operating between the hours of 9am and 5pm are now a distant memory. The modern...

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  Five steps to speech analytics success

  October 16, 2015 • Top Tips • 1564

  Good managers intuitively know that listening to what customers have to say is a critical success factor when it comes to doing...

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  Dos and don’ts for visual social customer care

  October 2, 2015 • Top Tips • 1901

  Social media is a compelling channel for online retailers to drive growth, improve brand awareness, sustain high customer...

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  5 steps to boosting customer experience

  September 21, 2015 • Top Tips • 1718

  When you have your performance platform in place and employee engagement is high, using customer feedback to improve is what will...

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  Does your brand have a tone of voice?

  September 10, 2015 • Top Tips • 3418

  When designing or thinking about their ‘brand’, companies tend to focus on what that brand looks or feels like. They don’t...

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  Are you adding or losing value when you speak to customers?

  September 10, 2015 • Top Tips • 1739

  Your frontline service team is where value is created or lost for your organisation. Those thousands of conversations, though,...

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  Customer Experience: are we deceiving ourselves?

  September 8, 2015 • Top Tips • 1505

  Call me slow off the mark but I’ve never jumped into the customer experience pond. For some reason I’ve not been...

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  10 tips for successful award entries

  August 14, 2015 • Top Tips • 1825

  Entering a customer service award programme can be a daunting prospect. Doing it properly certainly involves a lot of hard work,...

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  What does good look like?

  August 13, 2015 • Top Tips • 2117

  Offering a quality service to customers over the phone is a huge priority for businesses. But who defines what good looks like?...

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  Learning social media skills from traditional customer service

  August 13, 2015 • Top Tips • 1535

  Several principles for social media customer service are the same as for other traditional channels, as Carolyn Blunt explains…...