We all know that good customer service is important, but what does good customer service actually mean? In this post we break down the results of a comprehensive cross-industry study of digital customer service channels to understand what ‘good customer service’ actually means.
Last week marked EdgeTier’s first time attending the CCMA awards and I was lucky enough to be in attendance with our partners CarTrawler. The awards evening is a night of celebration for all things contact centre, and a number of things struck me as the awards were being handed out and as the party continued …
The role of a customer support agent What does it mean these days to be a customer support agent? It is a role that is challenging to do well, and can be disastrous for your company when done poorly. Common perception would have you believe that customer care agents spend hour after hour processing the …
Why bother assisting agents in customer service? Read More »
The world and their mother seem to be talking about AI. If the hype is to be believed, AI is going to transform every industry in the world in the next few years. It seems like the next time you visit the butcher you will be presented with an AI enabled pork-chop selector (in fact, …
Play to your Strengths: The Changing Role of the Customer Service Agent. Read More »
A Customer Care Tradition One of the nicer traditions I have come across in recent times was explained to me by the Head of Customer Service in a leading health insurance provider. Each week, members of his customer care team are given a number of greeting cards. These cards are left blank so that the …
The Value of People in Customer Service Organisations Read More »
