Customer Service

Getting customer service right on Mother’s Day

Published on: March 18, 2022
Author: Pauline Ashenden - Demand Generation Manager

Mother’s Day brings increased pressure for contact centres, as it falls on a Sunday and requires everything, from delivery to the present itself, to be perfect. How can companies ensure that they are ready?

How data analytics can enhance customer service

Published on: January 17, 2022
Author: Pauline Ashenden - Demand Generation Manager

With so much data being generated by around customer service and the customer experience, there’s an increasing role for data analytics to extract learnings and actionable insights.

The 4 pillars of a successful customer service strategy

Published on: October 04, 2021
Author: Pauline Ashenden - Marketing Manager

As we celebrate National Customer Service Week, it is the perfect time for senior management to focus on the area and re-evaluate their customer service strategy.

Delivering excellent customer service at the moments that matter

Published on: June 11, 2021
Author: Pauline Ashenden - Demand Generation Manager

Successfully engaging with customers means delivering the right experience, personalised to their needs. This is especially true at the “moments of truth”, highly emotional times when things go wrong and which make or break relationships...

How Housing Associations can transform customer service in 2021

Published on: May 28, 2021
Author: Pauline Ashenden - Demand Generation Manager

Customer satisfaction is a key metric for Housing Associations – and the focus on customer service is increasing post-pandemic. How can they deliver innovative service that efficiently meets the needs of their tenants?

3 areas to focus on to meet changing customer needs

Published on: March 12, 2021
Author: Pauline Ashenden - Demand Generation Manager

Today’s consumers are increasingly demanding when it comes to customer service, particularly around digital, omnichannel and mobile. How can organisations meet their needs in these three key areas?

Building the hybrid contact centre with Microsoft Teams

Published on: March 05, 2021
Author: Pauline Ashenden - Demand Generation Manager

Moving forward the needs of customers – and customer service staff – are changing radically. How can contact centres transform successfully?

How to pick the right contact centre technology for your business

Published on: January 29, 2021
Author: Pauline Ashenden - Demand Generation Manager

Successfully delivering high-quality customer service starts with having the right technology infrastructure in place. How can you ensure you pick the best solution for your needs?

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