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The Journal: Customer Service

Insight and commentary based on 28 years experience in the gritty reality of doing.

Future Trends: Robotic Process Automation and the ERP

27 Feb 2020

Posted In Productivity, Customer Service, Contact Centres, Supply Chain, Manufacturing

  The invisible robot army that will drive forward business productivity One of the new tools of the future, in this age of Industry 4.0, will be Robotic Process Automation (RPA), and it has the..
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What is avoidable contact and how do you implement it correctly?

24 Jan 2018

Posted In Engage & Improve, Financial services, Utilities, Customer Service, Contact Centres

In a previous blog, we looked at the subject of ‘first contact resolution’ in contact centres. In this blog, we are looking at whether ‘contact’ is always the best option for a transaction, and..
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Getting to First Contact Resolution - why is it so important?

04 Oct 2017

Posted In Customer Service, Contact Centres

The definition of first contact resolution (FRC) is exactly how it sounds. It is having the ability to resolve a customer's issue with a single interaction, this could be a single phone call, email..
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The high threat of consumer switching in the UK water retail market

18 Sep 2017

Posted In Utilities, Customer Service

In an ever more competitive market, customer service will be the primary driver for consumers potentially switching suppliers, according to an article published in Utility Week this month.
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