Solving customer problems and delivering the highest levels of service is seen as central to successful businesses. But a recent musing from DeWitt Clinton of Google raised the question – does service scale when you have billions of users across the globe?Clinton posted this thought: “If you have a billion users, and a mere 0.1% of them have an issue that requires support on a gi...
In the current economic climate, the public sector, like all industries, needs to increase efficiency so that it can operate within tighter budgets. But what is vital is that all citizens still receive a high quality customer service that meets their specific needs.The positive news is that technology has the power to deliver this combination of efficiency and good service. As the population switc...
The move to ecommerce coupled with the recession means that many physical shops are struggling to stay afloat. However Apple is one business that is bucking the trend – opening more Apple Stores around the world and increasing sales through a combination of cool technology, informed staff and training sessions that teach you how to get the best out of your Apple product.So how does Apple do ...
First Contact Resolution is a key metric for customer service teams. After all if you can satisfactorily deal with an incoming query or complaint quickly, without needing to follow up then it benefits everyone. The customer is happy as they have their answer and don’t need to escalate their query while the contact centre can close the file without needing to call back, delivering an efficien...
In its short life, the mobile telecoms industry has changed dramatically. From the introduction of brick-like handsets aimed at business people in the 1980s to mass market adoption and the emergence of smartphones, developments have been non-stop. And with 4G networks around the corner, change isn’t going to end anytime soon.The high speed nature of the mobile phone industry could explain it...
Water is a constant topic of conversation across the UK. We complain about having either too much or too little rain and currently seem to have the worst of both worlds, with the wettest drought on record.Leaving the weather aside, utilities in the water sector are now facing tougher sanctions if they don’t deliver excellent customer service. Industry regulator Ofwat has introduced the Servi...
Whatever industry you are in, customer service revolves around providing fast, accurate answers to customer queries. However ensuring that your agents have the up to date information needed to deliver these answers can be difficult, as it is scattered across multiple IT systems, stored in physical folders or even kept in agents’ heads. The key to delivering excellent customer...
The current recession is claiming more victims amongst hard-pressed retailers, with Game the latest company to file for administration. And new figures show that it is not just bricks and mortar retailers that are suffering, as UK ecommerce growth is also slowing. While UK shoppers spent £5.4 billion online in February 2012, this was the weakest growth since January 2010, with sales only cli...
In today’s business climate, increasing efficiency while still delivering great service is the central aim of leading organisations. Balancing these two demands can be difficult, but by implementing an Eptica-based knowledge management system, the NHS Business Services Authority (NHSBSA) has achieved both cost savings and improved customer service levels.NHSBSA’s Sherlock project uses ...
The majority of times when customers call your contact centre they are looking to get answers to their questions. Provide this information quickly, efficiently and politely and they will finish the conversation happier and better disposed towards your company. That’s the essence of good customer service – and on paper it seems relatively simple.However ensuring your contact centre agen...