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.
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.
Tuesday, 6 December 2011
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.
Monday, 5 December 2011
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.
Friday, 2 December 2011
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.
Subscribe to:
Posts (Atom)