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Customer Service Strategy Advice Hub

Customer Service Strategy Advice Hub

 

Change & transformation in customer service

   

Change & transformation in customer service

Martin Hill Wilson, Customer Service and Customer Experience Strategist touches on some key topics including churn management, customer experience and customer hubs. 

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Customer Effort over Expectations

   

Customer effort over expectations

Matt Dixon Group Leader, Financial Services and Customer Contact Practices at CEB shares his thoughts on the importance of creating an effortless customer journey rather than exceeding expectations. 

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The Dream Contact Centre

   

The Dream Contact Centre

Jonty Pearce, Editor at Call Centre Helper shares his insights on which key barriers stand in the way of a dream contact centre. 

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Putting an end to the technological silos

   

Putting an end to the technological silos

Ali Paterson, Host/Producer of Fintech Finance at Customer Contact Expo 2015, shares a few of his insights on the world of legacy technology in Banking & Finance.

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The Autonomous Customer of 2015

   

The Autonomous Customer of 2015

Nicola Millard, BT's Customer Insight and Futurologist shares her views with us on the Autonomous Customer of 2015 and what this means for customer experience and organisations alike. 

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Customer Service Trends in 2015 and 2016        

Customer Service Trends in 2015 and 2016

Ian Robertson, Customer Contact Specialist at The Forum (PPF) shares some insight into customer service trends that have started to take over the industry.

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Self-Service Workforce Management Explained  

Self-Service Workforce Management Explained

We catch up with our resident expert David Evans at Customer Contact Expo 2015 - what exactly should employees be expecting from a Self-Service WFM toolkit?. 

Self-Service WFM Explained >



What is Real Time Customer Feedback?     

What is Real Time Customer Feedback? 

What exactly is Real Time Customer Feedback and how can it benefit an organisation? 

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The Contact Centre Agent of 2020  

The Contact Centre Agent of 2020

Nicola Millard, BT's Customer Futurologist, shares her views on what the contact centre agent of 2020 will look like, following some research conducted earlier this year.

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Customer Experience as a Strategy  

Customer Experience as a Strategy

Hear from Gerry Brown, Chief Customer Rescue Officer at the Customer Lifeguard about why customer service is more than just about the technology.

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Customer Effort as a Mindset and a Metri  

Customer Effort as a Mindset and a Metric

Martin Hill-Wilson is a well known Customer Experience and Digital Business Strategist who shares his views on why customer effort is so important.

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Contact Centre Metrics  

Contact Centre Metrics

Justin Robbins, Senior Analyst from ICMI, talks about three important groups to take into consideration when planning your contact centre metrics.

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Customer Services and Marketing  

Customer Services and Marketing 

Martin talks about where the responsibility lies for Customer Service and about different functions being involved in different parts of the customer journey.

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