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This blog provides a platform for us to discuss how our industry works, to share insight, case studies and real-life examples on customer service management. Subscribe below to receive our latest blog posts.

Aug

14th

6 Reasons you Should Consider Outsourcing your Customer Service

Customer service can make or break a brand. In this very public and social-orientated age, relationship marketing should be top of your agenda. Happy customers are ambassadors for your brand and customer service is a high-priority for customer satisfaction. Outsourcing is a great way to make sure that you get this right, right from the […]

Jul

27th

5 Contact Centre KPI’s you Need to Know

Every department in your business should be working to a set of key performance indicators (KPI’s), and your Customer Service Team are no exception. While most brands are aware they should be tracking their customer service performance, many are unsure as to how and what metrics they should be looking at. Here are some key […]

Jun

27th

Multi-channel or Omni-channel Customer Support: What’s the Difference?

Your customers expect (and deserve) more than just ‘good’ customer service. If you want to keep up with the competition, you need to offer your customers an exceptional experience- and that calls for a fantastic omni-channel strategy. So, what’s the difference between multi-channel support and omni-channel support, and why’s it so important? Let’s break it […]

May

29th

Why you Should be Responding to Positive Reviews

Although it may sound obvious, many brands focus on the negative reviews and fail to follow-up on the positive ones. Both need to be responded to, but for different reasons… Negative reviews need to be responded to in order to repair a relationship with your customer and responding to positive reviews helps build upon an […]

May

17th

7 Things Friends Taught us about Customer Service

Ahh, everyone’s favourite group of friends… they taught us a lot: how to play poker, how to stand up to pushy parents, how to ‘safely’ manoeuvre furniture and, of course, what not to do when you’re “on a break”. In fact, the coffee house-dwellers even taught us a little about customer service. Did somebody say marathon?…   […]

Apr

13th

Customer Service Phrases to Avoid: Part Two

Every brand makes mistakes sometimes, leading to negative experiences for customers. Interactions can be tricky for the Customer Service Team when customers are feeling frustrated, but it’s the team’s job to turn this around. As a Customer Service Advisor/Assistant, what you really don’t want, is to be the cause of that frustration- or to escalate […]

Jan

18th

5 Ways to Improve First Contact Resolution

First Contact Resolution (FCR) is simple: the lower the amount of interactions your customer faces to get their query sorted, the better. Lower amounts of customer interactions equal lower costs for your brand and- most importantly- a fantastic experience for your customer. So, how can we improve that all-important First Contact Resolution?…   1.Ask the […]

Nov

7th

Measuring Customer Satisfaction: A Guide to NPS

We’ve said it before and we’ll say it again: these days the customer experience is a key driver for consumers when it comes to selecting brands to invest in- it’s not just about the pennies anymore. In fact, when surveyed, 55% of customers admitted they’d be prepared to pay more for a better customer experience […]

Oct

24th

Customer Service: 6 Things you May be Doing Wrong

The world of customer service is constantly moving and evolving, but there are standards and pillars of success that remain the same. Here are the 6 things you may be doing wrong. Are you guilty of any of these customer service blunders? If so, don’t panic, we’ll have you sorted in no time…   Hiring […]

Sep

28th

The 5 Social Media Customer Service Tips you Need to Know

In this ever-connected and vocal world, social media customer service is no longer a nice-to-have, it’s a necessity. Your competition have a social media presence, and why? Simply because that’s where their customers are; leaving reviews, opinions, praise, complaints etc. It’s standard to have a customer service presence on social media, but what sets your […]

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