by Patrick Gorman | Apr 2, 2021 | CX Service Design
When a customer gets in touch, it’s typically because something that they expected to happen, didn’t. For the business, the customer interaction provides an opportunity to put it right. However, at the end of the conversation, the customer may have another leg in...
by Patrick Gorman | Mar 26, 2021 | CX Service Design
Prior to 2020, there were clear, predictable market trends. Businesses typically knew when their seasonal peaks and troughs would occur, and ensured they had the capacity to deal with the increase in customer demand. But the ongoing lockdown and uncertainty around...
by Patrick Gorman | Mar 11, 2021 | CX Service Design
It’s human nature to pick a side. In the world of sport, seeing your favourite football team do battle with their arch-rival can be entertaining, if your team wins! But in the world of customer service, is it right to pitch one support channel versus another? Over...
by Patrick Gorman | Mar 5, 2021 | Crisis Management, CX Service Design
It has now been a year since global lockdowns began. Over the past 12 months, personal lives have changed in many ways. All have experienced uncertainties and stress, changed shopping and entertainment habits, and lost our freedom to come and go as we please. For...
by Patrick Gorman | Feb 4, 2021 | CX Service Design
Work-at-home brings a host of benefits, allowing for highly flexible customer service operations, improved business continuity, and a better employee work-life balance. For home-based colleagues to perform effectively and efficiently, they must have support and access...