Carlos Hidalgo gives more advice on delivering customer experience through the contact centre, managing and leading remote teams, and preparing…
For customers who want to cut out lengthy call queues and deal with responses to queries at a time that…
Your customer support effort is often the first impression that people interested in your products and services get, so it’s…
“Unprecedented demand”, “Uncertain times”, “New Normal” and “Delays in responding to your enquiries” are tedious, vacuous, insincere pronouncements we heard…
Many industries are in the midst of a massive transformation, driven by the shift to cloud, the evolution of the…
Call centres play a crucial customer support role for countless companies and brands in the UK, and it can be…
In 2007, the arrival of iPhones and Facebook in our personal lives has completely changed the way we communicate with…
During fashion week in London’s Soho district this past February, Lego opened a pop-up store with nothing in it. Well,…
Personalisation pays. Boston Consulting Group found brands creating personalised experiences are seeing revenue increase two-to-three times faster than those that…
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