by Jo Davies | 29 Nov, 2021 | Our blog, Customer experience
Service excellence aims to create exceptional value for organisations’ stakeholders and provide customers with outstanding levels of customer service. Service excellence can be achieved by going beyond satisfying customers’ expectations. It is reached by offering...
by Jo Davies | 10 Feb, 2016 | Customer experience, Our blog
A Contact Center Manager Without A Contact Centre: Guest blog from Paul van Ladesteijn Many organisations outsource their customer contact to an outsourced contact center. However, this does not mean that the customer service ceases to be the responsibility of the...
by Jo Davies | 16 Nov, 2015 | Our blog, Voice of the Customer (VoC)
Most people would agree personal experiences are a great way to learn, de facto. For me, when working with BSI (British Standards Institution) to develop new customer experience standards, the combination of personal experience and referencing consumer data is...
