Things aren’t the same just because you treat them the same

Several years ago a major software consultancy built a Pega solution for a client and within two years of deploying it, the client was having to rebuild it themselves. It’s not an uncommon scenario. The client brought me in to take a look at the business architecture underlying the original solution and that is where…

Smart Contact Solutions – The Future

I thought I’d do a short blog today on something that has it’s roots in the fundamental drivers of Service Change in the UK, and globally. Namely how critical it is now to build Brand Empathy with Customers through your Colleagues. In my view the only time you don’t need to do this (although even in these rare cases, your colleagues won’t thank you for it, as you’ll just be making life so much less enjoyable for them) is if you exist in a monopoly market.

5 Pressure Points faced by Contact Centre Leaders

Trends impacting Customer Contact Centre Leaders today: So in my blog last week (consumer trends) I highlighted the trends that are impacting customer behaviours today which are: Personalised customer interactions Multi channel everything Fast increasing customer expectations A shift from one size fits all The rise of influencers With this as the backdrop and ever … Continue reading →