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Equalising the relative importance of in-house and outsourced customer service teams

The contact centre outsourcing market is growing and is projected to reach a CAGR of 9% between 2021 and 2026. With so many companies outsourcing it is worth exploring if they truly capitalise on the opportunity to enable their outsource partners to promote their brand and positively contribute to enhanced business outcomes? Whilst one of [...]

By |2021-09-08T10:12:41+01:00September 8th, 2021|News|0 Comments

Why personalised training journeys for Customer Service & Support teams is the way forward

Widescale digital transformation has meant an increasing prevalence of self-service options and AI-enabled chatbots which in turn has significantly reduced the need for humans to handle the simple customer queries. However, it may come as something of a surprise, but studies show that the telephone is still the preferred method of customer communication. In the [...]

By |2021-08-24T16:14:31+01:00August 24th, 2021|News|0 Comments

Career growth for Customer Service & Support teams

The customer service and support industry is synonymous with high attrition rates and a key contributing factor is the lack of career growth options for the frontline teams. These frontline roles are often taken by early career workers and start at the lower end of the pay scale. They can be highly pressurised roles, dealing [...]

By |2021-08-11T10:18:40+01:00August 11th, 2021|News|0 Comments

Say what you mean. Mean what you say.

Authenticity is an over-used buzzword in the business world and yet its true meaning could hold the key to future success in customer experience (CX). In a recent Econsultancy article, CEO of Engine Transformation, Emma Robertson, proposes “The future of CX isn’t what the customer sees on the outside, but what’s done organisationally and operationally [...]

By |2021-06-21T12:54:53+01:00June 21st, 2021|News|0 Comments

AI and automation in customer service: How will it benefit the frontline manager?

Commentary on AI and automation in customer service tends to overlook the crucial role of the frontline manager. There seem to be two general viewpoints. The first is the organisational outlook. How will new technology support efficiency and reduce costs? The second is the agent’s point of view. What does the use of robotic process [...]

By |2021-05-19T08:57:56+01:00May 19th, 2021|News|0 Comments

Will other executives learn from Jeff Bezos’ legacy?

When a successful CEO departs, they often leave behind something that is ingrained in the very fabric of their organisation. In the same way that Steve Jobs left a legacy of design thinking at Apple, Jeff Bezos leaves behind a relentless focus on the customer at Amazon. We know plenty about these two CEOs [...]

By |2021-03-24T12:29:56+00:00March 24th, 2021|News|0 Comments

Customer service vs. customer experience: What’s missing from the debate?

Customer service or customer experience? These descriptions are often used to mean the same thing but any seasoned practitioner will tell you there are very clear differences. In his ITProPortal article on this very subject, Neil Hammerton, makes a strong case as to why businesses need to understand the difference between the two terms. Yet [...]

By |2021-02-18T10:11:28+00:00February 18th, 2021|News|0 Comments
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