Tag Archives: Customer Service

CCMA Seminar and UK National Contact Centre Awards 2016

Last week we headed to the CCMA Quarterly Seminar and UK National Contact Centre Awards at The Brewery in London in London. The Seminar featured a number of speakers from across the industry; first up was Richard Kenny, Head of … Continue reading

Posted in Analytics Recruitment, Automated Customer Service, Awards, Best Practice, business intelligence, Contact Centre Industry, Customer Contact, customer service, Customer Service Industry, Customers, Data, multi channel customer experience, Robotics, Social Customer Service, Speech Analytics | Tagged , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

What’s Next For The Development Of Your Live Chat Channel?

The Digital evolution is here! You have managed to convince the exec team that the investment is required and you have successfully established your web-chat channel, or strategy.  Great! , so…..what next?

Posted in Contact Centre Industry, Customer Contact, Customer Experience, Customer Experience ROI, Customer Service Industry, Customer Strategy, Digital, Digital Experience, Douglas Jackson, multi channel customer experience, omni-channel | Tagged , , , , , , , , , , , , , , , , , , | Leave a comment

Winning with Customer Experience 2016

A few weeks ago I headed to London to attend the Winning with Customer Experience conference. On arriving at the American Square Conference Centre the venue was impressive and I was greeted with a smile and guided to the conference, just in … Continue reading

Posted in Awards, Best Practice, Contact Centre Industry, Customer Contact, Customer Experience, Douglas Jackson, Employee Engagement, multi channel customer experience | Tagged , , , , , , , , , , , , , , , , , , , , , | Leave a comment

We Can’t Live Without Them so Why Do We Hate Them So?

Mobile Phones, Broadband, TV and WIFI, we just can’t live without them. So why, oh why do we dislike our telecommunications, or network providers so little?

Posted in Best Practice, Contact Centre Industry, Customer Experience, customer service, Customer Service Industry, Customer Strategy, Growth of Customer Experience, multi channel customer experience, telecommunications | Tagged , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

Customer Service Delivered to Your Door?

At the end of 2014, consumers spent more money than ever online; with Black Friday, Cyber Monday, an improving economy and the pre/post-Christmas spend, we generated an estimated £100 billion worth of online sales.  As we head towards yet another … Continue reading

Posted in Contact Centre Industry, Customer Experience, Customer Experience ROI, customer service, Customer Service Industry, Customer Strategy, Logistics, multi channel customer experience, Retail | Tagged , , , , , , , , , , , , , , , , , , | Leave a comment

Chief Digital Officer Forum – Round-up.

My Overview of the Chief Digital Officer Forum – #DigiLeaders Okay, I will begin this blog by pointing out that I visited this event from a ‘Digital Experience’ and ‘Customer Experience’ perspective… My overall impression from day 1, was that it seemed … Continue reading

Posted in Best Practice, Customer Experience, Customer Experience ROI, customer service, Customer Service Industry, Customer Strategy, Digital, Digital Experience, multi channel customer experience, omni-channel, social media | Tagged , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

Will The New Banks Transform Customer Service in the Banking Industry?

Opening a new bank account, transferring money, paying a bill, these should be a relatively easy, pain-free transactions, but many banks struggle to deliver these simple tasks, much to the dissatisfaction of their customers.

Posted in banking, Best Practice, Contact Centre Industry, Customer Experience, Customer Service Industry, Customer Strategy, Douglas Jackson, financial services | Tagged , , , , , , , , , , , , , , , , , , | Leave a comment

Forward Contact Resolution (Or Why Everyone Should Have Sales Training)

For our Guest Blog this week we are delighted to welcome back Karen Wenborn, Karen is an expert customer experience professional with a passion for embedding the voice of the customer at the heart of an organisation.  Over to Karen: Forward Contact … Continue reading

Posted in Best Practice, Contact Centre Industry, Customer Experience, Customer Service Industry, Customer Strategy, Training | Tagged , , , , , , , , , , , , , | 4 Comments

Customer Service vs Customer Experience – A Complement or A Conflict?

In this week’s Guest Post we are delighted to welcome Steve West. Steve is a customer services professional who has designed and implemented customer services strategies, to deliver operational performance, improved customer service measures, customer loyalty and people engagement.  Steve … Continue reading

Posted in Business Planning, Customer Experience, Customer Service Industry, Customer Strategy, Customers | Tagged , , , , , , , | 9 Comments

How to Recruit and Retain the Best Talent – Part One Recruitment

How to Recruit and Retain the Best Talent – Recruitment: Earlier this year, Douglas Jackson were at the Call Centre Expo and one of our Managing Partners took part in a panel session; ‘The expert view: recruiting and retaining the … Continue reading

Posted in Candidate Experience, Contact Centre Industry, Customer Service Industry, Douglas Jackson, Hiring, Recruitment, Social Recruitment, Talent Acquisition | Tagged , , , , , , , , , , , , , | 2 Comments

UK National Contact Centre Conference

One of the great things about the Customer Contact industry is that there are a good number of conferences and award ceremonies to help share best practice, learn from subject matter experts and celebrate the achievements made and last week, … Continue reading

Posted in Best Practice, Career Development, Contact Centre Industry | Tagged , , , , , , , , , , , | Leave a comment

Customer Experience Awards 2013

Last week, some of TeamDJ attended the UK Customer Experience Awards. We were there to judge one of the award categories, as well as attending the lunch and Awards Ceremony, which this year was hosted by comedian Dominic Holland. What … Continue reading

Posted in Awards, Best Practice, Contact Centre Industry, Customer Experience | Tagged , , , , , , , , , | 2 Comments

The Call Centre and Customer Management Expo 2013

This week, some of TeamDJ have been at the Call Centre & Customer Management Expo.  This is an event that some of our team have been attending for more than ten years and we have certainly seen a great deal of changes … Continue reading

Posted in Awards, Best Practice, Contact Centre Industry, Customer Service Industry, Customer Strategy, Douglas Jackson, Social Customer Service | Tagged , , , , , , , , , , , , , , , , , | Leave a comment

Delivering Effective Social Customer Service to Ensure Your Brand Reputation

For this week’s Guest Blog, we are delighted to introduce Carolyn Blunt. Carolyn is the Managing Director of Real Results Training and co-author of ‘Delivering Effective Social Customer Service’,   How to Redefine the Way You Manage Customer Experience and Your … Continue reading

Posted in Contact Centre Industry, Customer Experience, Customer Service Industry, Customer Strategy, Social Customer Service, Training | Tagged , , , , , , , , , , , , , | 4 Comments

The Importance of Customer Service Training

Good, continuous training is important in any and every environment and done well, will add value to both individuals and the company.  The Contact Centre and Customer Services industry is a sector which has an extensive amount of training and … Continue reading

Posted in Awards, Best Practice, Contact Centre Industry, Customer Service Industry, Training | Tagged , , , , , , , , | 3 Comments