Gaining a competitive edge through customer experience

2019-08-06T14:06:40+00:00

As markets mature and competition intensifies, products and services converge, and companies become increasingly hard to differentiate. But if you want to generate growth – and who doesn’t? –  you must find ways to stand out. And one of [...]

Gaining a competitive edge through customer experience2019-08-06T14:06:40+00:00

How to be agile and drive efficiency

2019-07-24T15:49:49+00:00

The most successful businesses are agile, they are efficient, and they seamlessly synchronise the vital functions of marketing, sales and customer service, presenting a unified and coordinated front to customers. The only sustainable way to achieve this level of [...]

How to be agile and drive efficiency2019-07-24T15:49:49+00:00

Key metrics for your customer service department

2019-08-05T15:14:37+00:00

Some other departments might disagree, but your customer service function is the beating heart of your business. As the people who interact most often with customers, your service team is better placed than anyone to gather the insights your [...]

Key metrics for your customer service department2019-08-05T15:14:37+00:00

CRM & Customer Service: 6 steps to successful implementation

2019-08-05T15:16:00+00:00

The key to any CRM project is carefully planned and skillfully delivered implementation, and nowhere is this more the case than with customer service. Get it wrong in this critical area and both customers and agents will feel the [...]

CRM & Customer Service: 6 steps to successful implementation2019-08-05T15:16:00+00:00

CRM is the key to unlocking your company’s big differentiator

2019-08-05T15:08:38+00:00

We’ve come a very long way since the dark ages of customer service. From being little more than a dumping ground for complaints, customer service is fast becoming the single most important source of competitive advantage. In an advanced [...]

CRM is the key to unlocking your company’s big differentiator2019-08-05T15:08:38+00:00

How to optimise your ticketing and case management process

2019-08-06T14:13:18+00:00

Triage matters. You can have the best doctors and nurses in the world but if they’re treating grazes while someone in a critical condition is kept waiting outcomes will suffer. Equally, your world-class oncology specialist will struggle to [...]

How to optimise your ticketing and case management process2019-08-06T14:13:18+00:00

Why you should automate your customer support desk

2019-08-05T15:27:20+00:00

Ask a man or woman on the street if they like the idea of automated customer service and chances are you’ll be greeted with a horrified stare and a decisive “no!”. We tend to associate the automation of customer [...]

Why you should automate your customer support desk2019-08-05T15:27:20+00:00