Posts by gareth@jumpingspidermedia.co.uk

It might seem a reasonable assumption that customers who reach out to a call centre should be able to expect politeness and friendliness from the agent that they are put in contact with – and of course, it is.  Indeed, research indicates that this is an especially high priority among many young customers who do…

Contact centres are key to an organisation’s success, primarily due to being the primary customer touchpoint.  When customers contact organisations, it is important that the organisation understands what customers most want and value during the interaction.  What customers want A recent survey of 1,000 UK customers for the new Exceeding UK Customer Expectations report produced…