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?

Balancing rules and regulations with a human customer experience

This week, I was asked by a researcher to share my views on whether it was possible to manage complex regulatory requirements but still deliver a positive & human customer experience.  True enough, when you look around industries that are laden with regulation, such as banking, insurance, government organisations and healthcare, there are very few… Continue reading Balancing rules and regulations with a human customer experience

Six Golden Rules to map a customer journey that works

So far, we have covered retaining customers, building proactive relationships and finding ways to better listen to your customer needs. This time, we’re focusing on the mapping of your customer journey. To be clear, the customer journey is a map of what happens to your customer from when they become aware of your product, through… Continue reading Six Golden Rules to map a customer journey that works

Responding to customer survey feedback – why small businesses do it better

This post is about how smaller businesses should respond to survey data, and why we are so much better than larger enterprises. Hurrah for the little guys!  I’m using current and real time information in my role as Chief Customer Officer to highlight best practice.  Like many smaller businesses, we’re a big fan of Surveymonkey, with… Continue reading Responding to customer survey feedback – why small businesses do it better

On boarding new recruits to drive delighted customers

So as we wrap up or inaugural month long sales academy, I’m delighted to announce that despite a very tough training schedule, our exceptional rookies are now fully qualified Sales Account Executives, having passed the Workshare Sales Academy with flying colours. They’ve had a very tough month in London, flown in from the USA to… Continue reading On boarding new recruits to drive delighted customers

The right way to use your customer survey data

Whether you are running hugely complex outsourced customer surveys, or light touch online short questionnaires, the real challenge for most of us is understanding what the survey data is telling us and making use of it wisely to drive a more positive customer experience. Most survey data is made up of qualitative and quantitative data,… Continue reading The right way to use your customer survey data