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...
Home or remote working has been a common phrase in most offices for several years now, but the notion of working outside the traditional environment for contact centre staff is only just beginning to emerge. Currently, home-workers represent less tha...
We’re unaccustomed to economists waxing lyrical, so when a City economist recently declared that the only way to describe the latest data was ‘wow’, his exuberance punctured the gloom which has pervaded economic debate for so long....
At the risk of sounding like Dr Who (whichever incarnation you prefer), I recommend taking a virtual trip backwards in time to gain a fresh perspective on the present. I had an opportunity to do it at Edinburgh’s Camera Obscura, a Victorian &l...
Sometimes TV ads just make you want to flick channels but on occasion an advert comes along that really makes you think. A recent one that struck a chord with me is for Barclays Wealth and features a young woman on the phone being asked the usual kin...
It was all about waiting this week as the world’s eyes turned to the Lindo Wing at St Mary’s Hospital for the arrival of the new Royal Baby. As reporters worked solidly for more than twelve hours to fill the airspace with commentary and ...
The controversial issue of cold calls and nuisance calls is rising up the political agenda as Liberal Democrat MP Mike Crockart has launched a Private Members’ Bill to tackle the issue. I joined him and consumer group ‘Which’ this w...
This week brought fresh evidence that the world is indisputably going mobile with news from Gartner that global personal computer (PC) sales have fallen for the fifth quarter in a row - the longest duration of decline in history. The decline is ...
In an age when customers are prone to rant and rage about poor service, it was refreshing to see the global media impact of a quaint and gently sarcastic customer complaint letter to an obscure Caribbean airline last weekend. Long-suffering air tr...
Recent headlines have demonstrated unequivocally that Britons are complaining ever more loudly and increasingly more often and they are airing their complaints via social media, phone calls, emails and good old-fashioned letters. One example alon...
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