Tag Archives: Stephen Yap

The UK National Contact Centre Conference 2020

This week I had the pleasure of attending the UK National Contact Centre Conference with the CCMA. This is a long standing commitment and much anticipated event, always a highlight in the calendar as we make our way to the … Continue reading

Posted in Best Practice, Contact Centre Industry, Customer Contact, Customer Experience, customer insight, customer service, Customer Service Industry, Customers, Data, Digital Experience, Homeworking, Leadership, Recruitment, Retail, Self-Management, Talent Acquisition, Virtual Recruitment | Tagged , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

Personalisation Of The Customer Journey – CCMA Seminar

I attended another great CCMA seminar in London, focused on the customer journey and how personalising the approach with customers can affect productivity within the contact centre. The afternoon kicked off at the De Vere Connaught Rooms in Holborn with … Continue reading

Posted in Automated Customer Service, Contact Centre Industry, Continuous Improvement, Customer Contact, Customer Experience, Customer Experience ROI, customer insight, Customer Service Industry, Customer Strategy, Customer Success, Douglas Jackson | Tagged , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment