Time to throw out the fluffy customer service bunny

Stereotypes and misconceptions are masking the true purpose of customer service, and James West says it’s time we ditched the comfort blanket and instead focused on what contact centres are really for.  

Why contact centres are better placed than marketing and IT to lead the communication revolution

Businesses struggling to deliver natural, two-way communication with customers via social media already have the staff they need to cope, but the onus is typically on marketing or even IT teams to facilitate this vital channel. 

Let managers do what they do best: manage

The best managers nurture, support and get the best from their teams.  Yet are we truly supporting our managers, or are antiquated metrics and performance metrics driving the wrong kind of behaviours, asks Natalie Calvert.

We’ve seen the future and it’s driven by customers

Businesses that thrive in the post recession world will do so by partaking in ‘creative destruction’ which will allow them to rebuild their operations around the needs of the customer.

How ‘no support’ brands have taught customers to love customer service

Quality of service is now more important to customers than price according to research from Econsultancy.  61 per cent of customers polled said that a positive service experience during their purchase is a defining factor which sways them to complete the transaction.  In comparison, 55 per cent say that price is crucial for influencing their buying habits.

Put yourself in the customers’ shoes (and their living room)

‘Put yourself in a customers’ shoes’ - it’s a handy proverb to remind all of us involved in service delivery to empathise with customers.  It is a mentality we drum into our front line staff yet ironically, they are probably the group of your staff who need it the least, because they experience first hand the frustrations and highlights expressed by customers.

Does the failure of Best Buy in the UK mean that customer service is not as important as we think?

The biggest tragedy of the decision to close Best Buy’s UK stories is, of course, the loss of 1100 jobs, especially so close to Christmas.  But the failure of Best Buy also has huge ramifications for those attempting to build a brand around customer service.

Customer service blogs with real value

Blogs are a constant source of useful information for customer service professionals, with the best authors regularly discussing the changing demands and habits of consumers.  We are going to talk about a few of our favourites.

Harnessing social media for customer service - part 2

Before you can attempt to build social media into a multi-channel strategy, you need to understand how to grow your personal network and the correct way to interact with others.  In the second part of a series of articles, James West teaches us some of the best ways to maximise your own presence using tricks such as hashtags, custom searches and adding original content.

Social media vs phone - ignore the hype and focus on what really matters

Some insist social media will transform customer support while others think traditional channels will be preferred.  These debates are clouding the real issues that contact centres should focus on according to Natalie Calvert, managing director of Calcom.

Social media is important to our business (just don’t try talking to us on it)

With the majority of businesses struggling with the issue of incorporating social media into their customer contact mix, two recent reports highlight the difference between perception and reality, and the huge opportunity for those businesses embracing new media to intimately interact with customers.

Generation Y - should customer service leaders fight or collaborate?

Customer service leaders influenced by a blanket negative portrayal of young people in the UK may fear recruiting their next batch of staff, but Natalie Calvert says Generation Y is not only misunderstood, but presents the opportunity to deliver dynamic, personalised service to a level that is hard to create today.

Next generation ‘net native‘ staff demand the latest tech at work

The next influx of customer service workers expect their employers to provide them with the latest technology and social media tools so they can work effectively, according to research by Siemens.

Welcome to the Calcom customer experience community

Welcome to Calcom blog.  At Calcom, we are passionate about helping our clients improve the experience they deliver to customers.  We also believe that to achieve this goal, we must all share ideas and best practice.  This motivated us to produce this blog, which offers free-to-access news, advice and comment about the customer service industry, which we hope will enrich and help grow the community.

Why understanding customers is the key to encouraging their loyalty

Solving problems and quickly answering the phone is no longer enough to inspire loyalty. Calcom’s CEO Natalie Calvert explains why getting inside the minds of customers provides the building block for creating, and maintaining, service excellence.

Brilliant people, where's the brilliant service?

Customer-facing staff in the UK are intelligent communicators and problem solvers who are keen to deliver excellent service. So what’s stopping them? Natalie Calvert, CEO of Calcom Group says we are currently letting our staff down, explains how to begin making amends and the fantastic opportunity for those who get the best from their employees. 

Your shortcut to the customer service online community

Whether you are seasoned social media operator, or baffled by Twitter, you cannot ignore the new way of communicating these tools offer to the customer service world.  James West from Perfect Motion Media explains the power of social media and how you can quickly grow a useful online community.

Businesses not measuring the cost of multi-channel

Multi-channel and social media are continuing to redefine how customer service is delivered, but too few companies are measuring the cost of non-phone related support.

Calcom nets hat-trick of industry highlights

Calcom is pleased to announce its involvement with three pivotal events on the customer service and business calendar in 2011.