Tag: Customer Experience

• Service, Please…

  

  Black Friday will shortly have been and gone, so brace yourself for more sales analysis and the inevitable laments about the demise of in-store retail. With a foam finger-sized finger being decisively directed at online. Er, no. Online is just another channel.  Now I am no fan of contact centres, but they made the transition…

  Max Frances

  Nov 27, 2019

  Complaining, Customer Service, Management, Online Reviews, Retail, Society

  Charlatans, Consultants, Customer Experience, Customer Satisfaction, Customer Service, Customers, Money, Online, Retail, Retail Freaks, Sales, Service, Service Delivery, Shopping, Staff

• What is Art?

  

  My tender auricles twitched this morning at the propagation of that wonderful phrase, the art of the possible. In fact, I do hear it every other day, particularly from BPO contact centres. They hold it dear and squirt it forth it with blunderbuss abandon. But what does it mean, and why is it so appealing…

  Max Frances

  Nov 25, 2019

  Books, BPO Contact Centres, Customer Service, Management

  Art, BPO, Charlatans, Consultants, Customer Experience, Customer Satisfaction, Customer Service, Customers, Flypaper for Freaks, Management, Quality, Sales

• Levelling on Service

  

  Back in the not so glorious days of the outsourced contact centre boom, we all had one objective in our crosshairs. And that was hitting the SLA. There was largely one channel (telephone) and an essential part of service meant that you picked up the call and did so quickly. Failing to pick up would…

  Max Frances

  Nov 21, 2019

  Books, BPO Contact Centres, Complaining, Customer Service, Freaks, Management, Retail, Society

  BPO, Complaints, Customer Experience, Customer Satisfaction, Customer Service, Customers, CX, Flypaper for Freaks, Retail, Retail Freaks, Service, Service Delivery, Technology