by Patrick Gorman | Dec 17, 2020 | Best practices for home-based customer service
This year, for most businesses, customer service underwent urgent and unexpected changes. For the first time many embraced work-at-home (WAH) as a necessary component in their model. Now, as we look towards 2021 and the potential for service agents to return to the...
by Patrick Gorman | Dec 11, 2020 | CX Service Design, Year in Review
2020 started like any other year, with exciting plans for holidays, businesses, weddings, and events. Then came the pandemic and lives were stopped firmly in their tracks. The majority of planned events didn’t happen. And if they did, they were under very different...
by Patrick Gorman | Dec 4, 2020 | Best practices for home-based customer service
This year, many people have experienced working from home for the first time. And, for the majority, adjusting to this way of working will have posed challenges, particularly when it comes to maintaining discipline around their appearance and daily routine. A UK study...
by Patrick Gorman | Nov 20, 2020 | CX Service Design
E-commerce, in its current form, began life in 1995 with the arrival of Amazon and eBay. Back then, the concept of online retail was still in its infancy. The high street reigned for the consumer and was an essential part of everyday life. Being able to go to a...
by Patrick Gorman | Nov 6, 2020 | CX Service Design
2020 has been a challenging year for businesses, right across the globe. 2020 was not anticipated to be a positive year for business. In fact, the 23rd PWC survey of global CEOs, conducted late in 2019 across all verticals, revealed only 27% were confident that...