Organisations in the private and public sector face a constant challenge: to meet - and exceed - the demands of their customers, whilst improving business efficiency and controlling cost.
What does this feel like for the customer? What happens when organisations get it right - or very, very wrong?
This blog shares some of my thinking, advice and experience in some of the best, and worst, in customer service delivery.
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1 March 2013
Why business process must never replace humanity in a contact centre
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