Consulting

Time for councils to invest in customer service

Published on: September 23, 2011
Author: Epticablog

News that Rochdale Council is proposing to cut £10 million of the services it provides, including a £3.1 million reduction in what it spends on customer service demonstrate the pressures that public sector are under. The council is looking to save £64 million by 2015, forcing it to make tough and often unpopular choices. Rochdale is not alone, as councils up and down the UK look ...

Customer service isn’t just the contact centre

Published on: May 10, 2011
Author: Epticablog

The reason that contact centres came into being was to provide a central place for delivering service to customers, initially via telephone and then expanding to include new channels such as email, the web and now social media.However forward looking companies now realise that customer service can’t be just left to a small part of the organisation – the contact centre – no matter...