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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I recently spotted some new research from Salesforce, which might be welcome news for marketers but should send a shiver down the spine of anyone involved in running a contact centre. Why? The research, which discovered that 88% of UK marketers plan to increase or maintain their marketing budgets for 2015, also found that marketers are increasingly shifting their focus into new territories, including customer experience, journey mapping and social media engagement.

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Many companies invest a lot of money in their Voice of The Customer programme in their efforts to find out how to improve the customer experience.  However, with thousands of conversations going on every day with customers, I always find it surprising that organisations forget to consult the people who could provide the most useful […]

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The short answer is “of course there is”. Sentiment is a view or opinion, either held or expressed. When these views or opinions come from your customer, it’s key that they are understood in context as customers are humans and humans are complex. A view or opinion is formed from specifics and ergo a sentiment is not general. Therefore understanding a generalised sentiment is a kin to understanding a teenager’s view on why something is cool.

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