Posted: 20-02-2012
Category: Blog
Tagged: bank, co op, co operative, co-op, coop, cooperative, interactive assistant, mia, technology, virtual assistant, virtual customer service advisor
Co-Op Bank is using IT to underpin its customer-first ethos and Howard Kendall introduces Mia, a virtual assistant which could soon transform all service delivery.
Posted: 17-02-2012
Category: Blog
Tagged: #switchbanks, banking, banks, campaign, office of fair trading, oft, switch, switchbanks, twitter campaign
Poor service levels offered by UK banks may be caused by a virtual monopoly, but government intervention will not solve the problem. James West explains what must happen for real change to occur, and how we can all help.
Customer experience expected to be under scrutiny during London Olympics, with free wifi fuelling communication in the capital.
Posted: 20-01-2012
Category: Blog
Tagged: cashback site, company blogs, deal sites, new blog, quidblog, quidco, quidco blog
Membership based cash-back site Quidco launch a new blog offering to entertain and inform smart shoppers, but will it be more than just a quick-fire barrage of deals and discounts?
Posted: 12-01-2012
Category: Blog
Tagged: agents, call centre, service failing
Agents don’t need any motivation to provide good service, but they do need our support. James West says it's time to stop looking in the wrong places and start focusing on the real reasons why service fails.
Posted: 03-01-2012
Category: Blog
Tagged: customer experience, policy
Embracing social media channels is essential for improving the customer experience.
Posted: 21-12-2011
Category: Blog
Tagged: reviews, social media, spherion
Consumers are becoming more vocal about customer service via social media, with 49 per cent unlikely to do business with companies that receive bad reviews.
Posted: 15-12-2011
Category: Blog
Tagged: social media
Businesses still treat social media as a marketing channel, ignoring customer interactions.
Posted: 09-12-2011
Category: Blog
Tagged: cstn, definity, derek williams, eilidh milnes, guy stephens, london victoria, peter cansdale, sally robinson, wow
Customer Service TV at the December CSTN meeting. Watch short interviews with speakers and delegates and hear about their New Years Service Resolutions
Posted: 24-11-2011
Category: Blog
Tagged: business system, call centre, conference, contact centre, ian hamerton, lisa gardner, rebecca forsyth, valerie booth
Customer Service TV went along to Business Systems' conference to find out from delegates what is really happening in UK contact centres today. Watch the video clips to find out what they say are the big issues from changing customer expectations to employee engagement and how are these being addressed.
Posted: 17-11-2011
Category: Blog
Tagged: csn, customer service network, customer service tv
Posted: 14-11-2011
Category: Blog
Tagged: cstn, customer service training network, don hale
Interviews from the latest Customer Service Training Network event on 10 November, hosted by British Council.
Posted: 27-10-2011
Category: Blog
Tagged: apple, blackberry
Are consumers so blinded by the brushed aluminium they fail to see Apple’s shortcomings? Why are Blackberry customers quick to jump to a rival ship when the network fails? James West says there are important lessons from both technology providers about why customers are loyal, and what it takes to ensure they stick with you during tough times.
Kudos for Gatorade for not just embracing social media, but making an awesome video telling us about it...