by Kathryn Clarke
Post | 4th January 2016
To automate or not to automate - that is the question! I spend a lot of my time speaking to clients about driving the right customer experience and outcomes for their businesses. A large proportion of what I do is helping clients create their contact strategies - where to deploy digital solutions and where to use a human touch. More often than not I end up encouraging my clients to look at digital, self-service and automated solutions, which funnily enough drives out revenue from my business. This sounds counterintuitive, but is it?
by Jo Knight
Post | 15th December 2015
‘The Internet of Things’ (IoT) is one in a long line of technology trends which has been heralded to revolutionise the everyday hubbub of life in the future. One in which the technology devices we own interact with one another, automating many of the everyday tasks of today. The possibilities are seemingly endless and the trend is growing fast.
by Alan Dickie
Post | 1st December 2015
The Rugby World Cup came to a climatic end at the end of October 2015, with the deserved winners New Zealand proving too strong for an Australian team full of fight. The All Blacks finally made their way home back to New Zealand and they were greeted with a hero’s welcome – ground staff at the airport doing possibly the most famous signature team dance in the world – the Haka! In the post-match analysis much praise was handed to displays of individual brilliance, notably Dan Carter rounding off a distinguished career with a man of the match performance. The question was asked “How do you create a winning team? What makes them unbeatable?”
by Capita Customer Management
News | 1st December 2015
What an extraordinary two weeks it has been, being recognised by two of the highest-regarded industry bodies.
by Victoria Penrose
Post | 26th November 2015
What happened to ‘the customer is always right?’ It appears that some organisations forget that they are actually dealing with customers - or humans - at all. Endless battles with automated systems, re-directs and circling answer phones achieves nothing but consumer aggravation and disengagement. Did the decision makers ever reflect on their ‘inner-customer’ when creating such a service?
National Customer Service Week Day Five: Is your brand delivering for your customer experience?
by Antonia Wade 11/10/2019
3 minute read
National Customer Service Week Day Four: keeping the customer at the heart of boardroom strategy
by Aimie Chapple 10/10/2019
3 minute read
National Customer Service Week Day Three: shining a light on a customer service hero
by Claire Catchpole 09/10/2019
2 minute read