Last week the post in our series about effective knowledge management for customer service shared five top tips for successfully deploying and reaping the benefits of knowledge management in your organisation.Here we complete the series with a best practice example from Domestic & General, the UK’s leading warranty specialist. The company has transformed its customer service operat...
Excellent customer service combines great people and strong processes, underpinned with the right technology. Experience shows that it is vital that these three elements are balanced – after all the best people can’t do their jobs if their IT doesn’t provide them with accurate and up to date information that meets their needs.Unfortunately we’ve all heard stories of well-in...
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...