by Alan Weaser | Mar 20, 2017 | Voice Of The Customer® Blog
It’s sometimes fun to take advice from those… less involved in the customer satisfaction industry, and with the Oscar’s this week, we began thinking about what Hollywood could teach us. But whilst Leonardo DiCaprio showed tenacity, it turns out there...
by Alan Weaser | Mar 18, 2017 | Voice Of The Customer® Blog
What is The Next BIG Thing In Call Centres ? A Solution That Delivers: Increased Customer Satisfaction Increased Agent Satisfaction Increased Revenue, and Reduced Costs This is a article that was published by Dr. Jon Anton, Director of Research, Purdue University...
by Alan Weaser | Mar 11, 2017 | Voice Of The Customer® Blog
Most firms say they are looking to concentrate on better customer service to survive tougher market conditions, yet a woeful number have failed to even gather the right data identifying who exactly their customers are. By Stuart Lauchlan, news and analysis editor...
by Alan Weaser | Feb 27, 2017 | Voice Of The Customer® Blog
The big questions of 2016: who’s going to win the US presidential election? Will the new Top Gear deliver? And the most important of all: what is omnichannel customer service? Omnichannel refers to the fact that a customer now has a variety of ways of interacting with...
by Alan Weaser | Feb 25, 2017 | Voice Of The Customer® Blog
The Challenge Call queue lengths, lack of ownership, poor resolution and lack of agent knowledge, were comments we were receiving from our customers. Whilst ntl had always strived to provide the best service to our customers, the previous model had not maximised the...
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