In my previous post, I talked about why analytics was fast becoming essential for government. In particular there is rising demand for improved customer experience and increasing pressure from taxpayers to improve cost effectiveness and value for money. With increasing recognition that good customer service is not impossible, government agencies
‘Customer service’ probably isn’t the first phrase that anyone associates with government or public services. Indeed, we are almost certainly more used to thinking of public services as the complete opposite of customer-focused. That, however, needs to change.
I really like this time of year. It is not just that the year still feels shiny and new, but also that it is the time of year when we start preparing for Mobile World Congress. The congress will discuss the biggest issues of the day, including artificial intelligence (AI)
Call centres — or contact centres, as they are now often known, to reflect the increasing number of channels for customer contact — are a vital part of the customer experience with many companies. In my previous note, I reviewed the path that got us to the modern contact centre.
Call centres have been around for a good few years now, and have had their fair share of bad press. Most of us have horror stories about the length of time spent on hold, or our inability to speak to the right person or get a helpful response, or even
In fast growth markets like the Middle East, supply chain stakeholders are moving quickly to deploy instrumentation for greater visibility and better tracking. The move towards supply chain transparency is a big issue. But how will it be helped or hindered by the proliferation of the Internet of Things (IoT)?