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.
For more than 17 years, Calcom has been totally dedicated to building great customer management teams. We strongly believe that sharing ideas, inspiration and best practice is fundamental for improving customer service and we hope this blog contributes to changing the perception and quality of our industry.
Monday, 19 September 2011
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.
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