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Interaction Analytics: the core benefits 21 Aug 2013 | 08:18 pm
Interaction Analytics is becoming well known in Customer Service circles. Particularly in its single channel version many already recognise as “Speech Analytics”. As a result, there is a certain buz...
Social Customer Service: exploiting the upside 16 Aug 2013 | 03:12 am
This post reflects on a missed opportunity between Marketing and Service. In particular Social Customer Service. We are all aware of the overwhelming evidence that shows how impotent Marketing messag...
How to Use Speech Analytics: Top Tips For Call Centre Adoption 13 Aug 2013 | 01:05 am
Interaction Analytics is a game changer for customer service leaders. Why? Because a lack of credible insight into which issues currently matter to customers leaves management decision making on the ...
The Dangers Of Declaring Social Customer Service ‘Business as Usual’ 30 Jul 2013 | 08:46 pm
Two things happened today that brought a particular experience into sharp focus. It was a shuddering fear that social customer service becomes nothing more than another channel. In other words, the ...
The Art & Skill Of Customer Listening: session 5 23 Jul 2013 | 06:17 pm
Customer Listening is at the centre of this series of posts. To date, I ‘ve covered the role of listening in session one. Links between personal and corporate listening in session two. Then there wa...
A personal view on the state of social customer service 22 Jul 2013 | 03:32 am
The mere fact that June and July have been themed ‘social customer service’ month in two major industry sites mycustomer.com and ICMI call centre says much about where the topic now sits in our collec...
Using Interaction Analytics To Understand Omni Channel Customer Behaviour 14 Feb 2013 | 01:40 am
In this post, I want to explain how Interaction Analytics can play an important role in understanding and responding to omni-channel customer behaviour. First let’s start with a few definitions. Just ...
Social Customer Service => Social Business: A UK Progress Report 6 Dec 2012 | 10:34 pm
The topic of social customer service has been a good one. At least for me throughout 2012. Much has happened. Within that, a picture of where we are in the UK has emerged. One that I felt would be wo...
Why Customer Insight Matters To Every Customer Service Leader 28 Aug 2012 | 02:13 am
Call centres, or contact centres if you prefer, have been forced onto the back foot during most of their relatively short history. They have fallen into the trap of ‘inheriting the sins of the organis...
Claridge’s: A Great Place To Discuss Personalised Customer Service 17 Jul 2012 | 09:31 pm
Having enjoyed a previous customer event chez Gordon Ramsey, I knew to expect a belt busting dinner. I was not disappointed! The home made marshmallows were to die for as indeed were the scallops. T...
