It seems to me that most contact centres are using hollow words to describe agent empowerment and paying lip service to the concept of great customer service. I’m sure intentions are good but in reality the focus on achieving quantitative targets can mean there is less and less focus on agents and customers and the interaction between them.

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The multi-channel customer journey is a topic close to my heart, so I was interested to see new research claiming that 77% of UK consumers would prefer to visit YouTube to find out how to resolve an issue, rather than contact the company concerned. The popularity of video channels doesn’t surprise me. But, while it makes a good headline, I think it is a big leap of logic to assume that YouTube could replace the contact centre.

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