Why HR should be involved in driving customer experience strategy
May31

Why HR should be involved in driving customer experience strategy

HR need to drive customer experience – because they are the people who understand it, as Brand Learning uncover the results of a new global study. Less than 30% of businesses involve HR when considering customer experience It is increasingly recognised that business growth is powered by delivering exceptional customer experiences, with people at the heart of creating those experiences. A new report led by Brand Learning reveals...

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Bank puts customer service to the test – in hilarious burger van prank
Apr27

Bank puts customer service to the test – in hilarious burger van prank

What would happen if your favourite coffee shop started acting like some banks? With an automated order system producing your caffeine fix based on assumptions, there would be no chance of a tall, soya milk cappuccino with sugar free vanilla syrup and an extra shot of Guatemalan espresso! No matter what the industry, customer service is important – and customers often find the use of automated systems frustrating. To illustrate...

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Britain’s secret customer service army: unsupported and undertrained
Apr27

Britain’s secret customer service army: unsupported and undertrained

Britain has a secret army of untrained customer service workers who are stretched to breaking point as businesses fail to invest in technology or training. Currently there are 766,000 people working in contact centres in the UK. However, there are more than 4.6 million additional staff dealing with customer service enquiries, who don’t work in a traditional contact centre. These ‘informal contact centre’ staff aren’t getting the same...

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HR Director awards United Airlines CEO ‘a golden raspberry’ for crisis handling this week
Apr12

HR Director awards United Airlines CEO ‘a golden raspberry’ for crisis handling this week

United Airlines is facing a PR nightmare after video emerged showing a passenger being forcibly removed from an ‘overbooked’ flight. While the debate rages on regarding passenger rights when an airline requests ‘volunteers’ to give up their seats, are there lessons that HR can learn from the incident? In an internal email to staff, United CEO Oscar Munoz initially defended employees’ conduct, saying the passenger in question had been...

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How to train staff to handle challenging calls

Guest blog by Jason O’Brien, COO, TollFreeForwarding.com, an international telecommunications provider based in Los Angeles.   If your workplace offers customer service channels over the phone, tricky calls are an inevitability – and something you have little control over. How your staff cope with them, on the other hand, can be down to you. Fortunately, there are many key concepts and training touchpoints out there that...

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Customer Service: how HR can improve engagement with employees ‘at the sharp end’!
Oct11

Customer Service: how HR can improve engagement with employees ‘at the sharp end’!

With collaboration one of the key themes for last week’s National Customer Service Week, Nigel Shanahan, founder of Rant & Rave looks at ways to foster collaboration and drive engagement with employees working in the customer service sector. Customer-facing employees are pivotal to the success of any business; they are responsible for keeping customers happy and loyal by providing a memorable experience which makes them feel...

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Why HR needs to look for ‘omni channel’ abilities in customer service staff
Oct11

Why HR needs to look for ‘omni channel’ abilities in customer service staff

For HR, recruiting for customer service teams is becoming more challenging as the mediums for communication with customers are increasing. Over one in five Brits (21%) believe that the most effective way for making a complaint to customer service is in person, according to a recent survey run by Hitachi Capital, yet only 4% of Brits chose to make a complaint face to face in the last year. Most queries and complaints are now dealt with...

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How HR can nurture tomorrow’s budding customer service professionals
Oct11

How HR can nurture tomorrow’s budding customer service professionals

As part of our series of features on Customer Service, Ben Willmott of Teleopti recommends three simple workforce management strategies HR can deploy to attract the brightest young talent into customer service.   According to current estimates more than 1.1 million[i] people are employed in UK contact centres and a substantial number are from the younger generation.  In just five years’ time, today’s youth will form 50% of the...

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Could your latest staff member be a Chat Bot?
Jun30

Could your latest staff member be a Chat Bot?

Thanks to the rise of mobile texting and messaging apps, ‘chatbots’ or “chatter robots” are causing a stir in the world of customer service. Business Insider UK[i] recently wrote that the most powerful tech companies think chatbots are the next best thing since the iPhone. In fact Facebook now allows businesses to deliver automated customer support, e-commerce guidance, content and interactive experiences through chatbots on Facebook...

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OFGEM orders Scottish Power to pay £18m over Customer Service Failures
Apr26

OFGEM orders Scottish Power to pay £18m over Customer Service Failures

ScottishPower has agreed to pay £18m concluding an Ofgem investigation into the supplier’s complaint resolution, call handling and billing processes, during and following the supplier’s implementation of a new IT system. The money will be paid to vulnerable ScottishPower customers that were affected by customer service issues (up to £15m) and the remainder to charity. Ofgem found that ScottishPower failed to treat its customers...

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