Customer service

The shift from voice to digital interactions - Dimension Data Global Contact Centre Benchmarking Report 2015
Paul Scott is Senior Director, Customer Experience Consulting, at Dimension Data. In this interview Paul weighs in on why and how contact centers need to catch up with the digital reality – or die. Since the company was founded in 1983 in South Africa, Dimension Data has rapidly become...
digital-contact-center-concept
At the 2015 edition of the Customer Contact Expo in London, several keynotes and workshops stood out. One of them, presented by Dimension Data's Paul Scott (read an interview) had a title that leaves little room for interpretation: 'Go Digital or Die!'. It's a message that could apply to many...
Matt Dixon quote CEB
Matthew - Matt - Dixon is Group Leader, Financial Services and Customer Contact Practices at CEB (Corporate Executive Board). If that doesn't ring a bell: Matt also wrote "The Challenger Sale: Taking Control of the Customer Conversation” and "The Effortless Experience: Conquering the New Battleground for Customer Loyalty". Effortless (customer)...
Providing good customer self-service possibilities is a must. We have all the possibilities to enable it, customers want it and with smart technologies we dispose of the potential to make it more creative, relevant and a differentiating experience. Several brands have even succeeded in dramatically lowering customer service costs by...
How to wrestle big data and win
Big data: it remains a phenomenon we still often look upon from the sheer volume instead of actionability perspective. With the - digital - data universe expanding at exponential speeds, it's easy to lose ourselves in the overwhelming quantitative aspects. Virtually each days new reports, predictions and infographics hit us...
Customer disconnect
For many (really many) years now we've been talking about the disconnect with the customer. And the need to reconnect with the customer as the effects of a perfect storm - that's been in the make for decades - started being felt. The disconnect between what we believe as businesses...
In 2006 Jeanne Bliss published "Chief Customer Officer: Getting Past Lip Service to Passionate Action". Since then she has been helping leadership teams and CCOs (Chief Customer Officers) to find their united voice and become customer leaders. As each business (and each market, customer, context, leader, etc.) is different "finding...
MyersBriggsTypes-by-Jake-Beech-Own-work.-Licensed-under-CC-BY-SA-3.0-via-Wikimedia-Commons
As organizations focus more on customer service, the customer experience and, well, anything that's customer-related, there's also an increasing attention for the psychological dimension of business (workers) and customers. Indeed, we have finally discovered that customers are human beings and that the customer experience, just like anything that touches us,...
Forrester customer experience measurement infographic – NPS and CSAT not enough
On top of being incredibly important, the customer experience is also one of the hottest topics in 2015. Customers, what they expect from businesses and how their behavior has changed are major driver of digital marketing transformation and even take center stage in many digital transformation projects overall. Virtually everyone...
Where contact centers are missing the mark with customer care - Ovum
Contact centers are facing numerous challenges as customers become more expecting, display channel-agnostic behavior and use an increasing number of unstructured communication channels and data formats. As the contact center keeps going through digital transformations whereby "simple" tasks and processes get automated, channel preferences gradually shift and the fight to...