Sometimes a single image powerfully sums up an extraordinary situation in an uniquely memorable way - this week it was a picture of an ice-encrusted sign at the entrance to the tiny snowbound hamlet of Hell in Michigan state. With North America in th...
I don’t claim to be Mystic Meg and I know we’re a few days into 2014 but I thought I’d share a few thoughts on the trends we predict will dominate customer contact this year. But before I do, let me offer you a tongue-in-cheek remin...
Charles Dickens’ novel ‘A Tale of Two Cities’ contains perhaps the most famous opening lines in English literature: “It was the best of times, it was the worst of times...” As we come to the close of the year and begin t...
Only five days to go before most of us will be tucking into our turkey and enjoying the fun of the festive season with friends and family. In the middle of the jollity, we should doff our party hats to dedicated contact centre workers everywhere who ...
Do you remember opening your first bank account? Like me, you were likely still a teenager and depositing your grant or your first pay cheque. I recall feeling a bit intimidated because everything was so formal, from the building to the atmosphere, ...
One week ago today nine families were robbed of their loved ones when a police helicopter plummeted from the sky and smashed through the roof of the Clutha bar in Glasgow, killing nine people and injuring others. The randomness of the shocking eve...
Next week marks the start of December and the traditional season of giving, sending charities into overdrive competing for consumers’ attention and cash. But as well as, or increasingly, instead of rattling cans on the street, charities are goi...
As America marks the 50th anniversary of the assassination of John F Kennedy today, the world will remember a charismatic leader not just unafraid of change but one who fought for it with peerless eloquence and passion. Shot down in his prime, crit...
One of the dominant themes that emerged at Convention is that delivering speedy service is no longer enough - the new challenge is meeting customer needs in real-time. Presentations from six leading service organisations confirmed that the speed ...
With just days to go before the start of CCA’s 19th Convention in Edinburgh I can really sense the rising excitement among members shortlisted for this year’s Excellence Awards. I was privileged to read some of our judges comments on the ...
I hope you all had a Happy Halloween, steered clear of the ghouls and ghosties and enjoyed more treats than tricks. Autumn is a season of change, when shadows at dusk can trick you into thinking that something you glimpse on the horizon is someth...
If there is one issue guaranteed to polarise opinion it is the question of whether the buzzword for the future of customer service is personalisation or automation. It certainly galvanised conversation at a great event I attended in London this week ...
Are you feeling an autumn chill yet? If so, you are probably thinking of switching on the central heating - but the prospect of a sharp rise in energy prices next month may persuade you to reach for a sweater instead. Unless you were out of the co...
Amid a drive for automation and efficiency in contact centres, it is heartening to see examples of organisations that value the importance of the human voice when it comes to dealing with customers in distress. The latest TV ad from insurance compan...
The banking sector has struggled to restore public trust in the wake of financial scandals but encouraging signs are emerging of radical changes in corporate culture at the highest level, designed to rebuild trust at the front line in customer servic...
When Michael O’Leary, CEO of Ryanair, stood up last week and admitted to shareholders that not only is there something wrong with the airline’s approach to customer service, but that his own character ‘deformities’ may be to b...
When you are travelling, sometimes subtle shifts in the landscape creep up on you, while at other times a new feature on the horizon signals unequivocally that you have reached a new territory. I was thinking about that this week on my way back from ...
Browsing the news headlines this week you’d be forgiven for thinking you were caught in a timewarp given the excitement generated by news from two very different organisations involving plastic product innovation. The buzz is more understandab...
The opening of the new £189 million Birmingham Library this week showcased a great example of a successful marriage between old school ways of learning and the new digital world. It houses one million books alongside digital information screens...
It is not often that I can claim to have something in common with the President of the United States, but right now there is one thing - we are both the proud owners of new dogs. President Obama just welcomed Sunny, a Portuguese water dog into the...
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