If you work in Customer Service or a Contact Centre, we're sure you'll be very familiar with NPS. However, as this blog title suggests, we're not just talking to people...
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Artificial intelligence is everywhere at the moment, with both positive and negative connotations attached to it. Forrester predicts that by 2025, technologies like robots, AI, machine learning, and automation will...
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The first words on the telephone were spoken in 1876 and the first call centre opened in the UK in 1965. That is quite a while ago now and we've learned a...
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If you want customers to keep coming back to you, every customer interaction has to be handled with equal care and enthusiasm. Not just the juicy transactions or the times...
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The moment a customer contacts your brand, how their interaction is handled can make or break what they do next. You only get one chance to make a first impression,...
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4x your share growth in comparison to your competitors through service The share growth of companies that perform well in customer service return 4 times greater than the market average: HBR wrote...
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Your frontline service team is where value is created or lost for your organisation. Those thousands of conversations, though, can prove to be a brand and marketing nightmare. But it should,...
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Why engage staff? just set them goals and only pay when they hit them…. If you want customers who want to stay with the brand and even become advocates for the brand, then every...
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