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People these days want a personal and personalized customer service, and they want to be heard. It’s our jobs to take their input into account and improve our business processes. Consumers don’t only voice their opinions, thus providing you with crucial data (think about social media monitoring, for example),...

I’ve just been reading an excellent whitepaper, providing new views on customer service, authored by Dr. Nicola J. Millard, Customer Experience Futurologist with BT. Dr. Millard recently penned a whitepaper titled “Clouds, Crowds and Customers: Doing Business as Unusual” and it’s full of enough great insight to span more...

Today we are using all possible channels to provide customer service to our customers. People increasingly demand 24/24 and 7/7. I don’t mind adding to it that people have inflated expectations and sometimes demands that are exaggerated. We live in a society of instant gratification and, to be honest,...