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The Journal: Customer Service

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

What is avoidable contact and how do you implement it correctly?

24 Jan 2018

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

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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What is the definition of first contact resolution and 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, Water, 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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