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.
First up, I explain why good intentions relating to customer service often fail, and what we can do to fix the problem. This is sadly a fundamental flaw we see with many companies, but which I’m happy to report can be resolved without huge disruption or cost. Most importantly, those who tackle this area will find they are left with much happier and focused staff.
Next I’m pleased to present our guest writer James West, who is talking about the power of social media, both for engaging customers and our own personal development as service professions. This article offers a shortcut into the customer service community which is extremely useful for anyone who is baffled by that world, or simply looking to expand their network. I’ve worked with James for many years on the various service publications he has written for and I’m sure you’ll appreciate his input in this newsletter ongoing.
We also have an update on how contact centres are doing building their multi-channel capabilities, plus a look at a number of tools we find useful for learning about our customers, and their customers too. Finally, you can learn about our involvement with some of the big upcoming industry events. Awards and conferences are crucial for us as they enable us to meet many of you face to face and share ideas. This newsletter aims to extend that experience throughout the year and we hope you are able to share this with us by forwarding this email to anyone you think may benefit from it, and following us on Twitter.
We’d love to hear your thoughts on these issues, or any feedback you have, so please do not hesitate to contact us.
Natalie Calvert
CEO
No comments:
Post a Comment