Alarm Bells over Insurance Contact Centres and CNP
Imagine getting a burglar alarm fitted to your home. The company does a great job and you feel really secure. But then you overhear the fitters yelling your alarm's entry code to each other, across the crowded street outside.
As many parents will know, it's a painful experience when the headteacher calls to explain that your child has misbehaved. The story unfolds and you react with surprise, then horror, then embarrassment.
The leaders of evolutionary customer service, are successful because they deliver a stress-free, personalised customer experience. But there are still many organisations that are focusing on an “inside-out” approach.
The drive to install smart meter technology across the UK was big news a couple of years ago, with its connections to the Internet of Things, intelligent fridges, and even fears that your energy suppliers might want to sell data on when you do your…
Five dangerous misconceptions of telephone payments
UK consumers have little understanding of the complexities surrounding the security of their personal data. They often fall prey to myths that could put them at risk, and expose their valuable data to hackers and criminals.
Sitting on a hot crowded train from London at the end of a working day tends to put people into a rather lethargic mood. The only thing breaking the silence of passengers reading or tapping away on laptops is often someone speaking on the phone.