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...