What does ChatGPT mean for the contact centre?
Published on: July 14, 2023
Everyone knows about the abilities of ChatGPT and other generative AI engines – but what does it mean for customer service?
Customer Service
How can the Internet of Things improve customer service?
Published on: May 15, 2023
Internet of Things sensors and smart devices have the potential to transform how organisations operate and interact with their customers.
2022 highlights from our customer service blog
Published on: January 06, 2023
2023 promises to be a challenging year economically, directly impact customer service teams. What can we learn from 2022 as we set out strategies for the year ahead?
Taking a peek into Santa’s contact centre
Published on: December 01, 2022
Father Christmas sets the gold standard when it comes to delivering amazing customer service under extreme pressure. So, what’s the secret of his success?
Getting customer service right on Mother’s Day
Published on: March 18, 2022
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
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
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.
The Peak-End Rule and what it means for customer service
Published on: July 23, 2021
In our latest guest blog Colin Shaw of Beyond Philosophy explains the concept of the Peak-End Rule and what it means in customer service.
Delivering excellent customer service at the moments that matter
Published on: June 11, 2021
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
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?