Voice of the Customer: what metrics matter – an update

I’ve recently been thinking a lot about what a fully fledged, effective Voice of the Customer infrastructure should look like.  In previous posts, I’ve highlighted the importance of having a Voice of the Customer (VoC) within any customer or client facing business (let me know if you’d like links), but in essence, my top 5… Continue reading Voice of the Customer: what metrics matter – an update

5 superpowers your customer team should have

We’ve entered into one of our busiest periods at the moment, and we’ve worked hard on planning and preparation to ensure that we deliver the best possible experience, despite the volumes of work.  A key part of that preparation is thinking about the customer facing people, and how ready they are for the extra work.… Continue reading 5 superpowers your customer team should have

Jargon Buster: Big Data De-Mystified

For many businesses, big data is a hot topic.  Whether you’ve got it, whether you’re building it, or whether you thinking about it, tech start-ups have demonstrated how important big data is.  But for those who are yet to take the plunge and embrace big data, I thought we should go back to basics and… Continue reading Jargon Buster: Big Data De-Mystified

4 barriers to sales and success working together – and how to fix them!

In recent discussions with a number of businesses, the thorny topic of the relationship between sales and success has been raised.  In a flawless model, both teams work in unison to discover a prospect, identify their need, propose a solution, close the deal and drive product adoption through to customer advocacy.  All too often, conflicting… Continue reading 4 barriers to sales and success working together – and how to fix them!

Can you really increase First Contact Resolution by 30% in 3 weeks?

Around a month ago, I set the Workshare customer support team a challenge – deliver service that makes you proud of every single customer interaction.  It might seem a little fluffy or intangible, but they are passionate, committed, inquisitive and focused.  As with any technical support team, there are times when investigating and fixing an issue… Continue reading Can you really increase First Contact Resolution by 30% in 3 weeks?