David Ford
David Ford
I am an experienced engineer, director and corporate adviser with focus on technology sector. I now work as the Managing Director of Magnetic North. Magnetic North is leading the contact centre in the cloud revolution by providing organisations of every size with a high-availability, secure, enterprise-class solution at a fraction of the cost of the cost of traditional systems, together with transparent pricing, out-of-the-box integration and continuous product innovation.
Customer journey mapping; how to shape customer experience strategies that increase sales
It is no secret that positive customer experiences convert into sales. So it really should go without saying that, conversely, poor customer experience leads...
Protecting your customer data without losing the trust of your customers
Earlier this month an unfortunate incident regarding customer data made the headlines. A contact centre agent was caught sending customer data to his personal...
Customer service through your employees: do they know you appreciate them?
Do your employees know that you are happy with them? Making your employees feel valued should be an ongoing priority. It’s a very important...
Peaks and troughs: how to manage changes in your contact centre’s activity levels
Every business goes through peaks and troughs. Whether planned, seasonal, or unexpected - for example a rise in people making insurance claims after a...
How to be the best at customer service, wherever your contact centre is based
Many UK brands pride themselves on having a ‘UK call centre’ and play on the ‘home' angle to attract customers. However, the location of a contact centre should have...
5 tips to keep your agents motivated at Christmas
The Christmas season is now well on its way and more than likely, your agents’ heads are filled with thoughts of their upcoming holidays...
2016: The Year of The Customer
Customer experience is the word on everyone’s lips and the contact centre is about to undergo a dramatic transformation. The Customer is now number...
Customers are no longer picking up the phone – what does this mean for the contact centre?
It might sound crazy, but we in Britain collectively check our smartphones 1.1bn times per day! However, it seems that the British public...
What do the new rules on 0800 numbers mean for your contact centre?
The new Ofcom rules should be seen as a timely reminder that existing contact centre strategies have been designed for a landline world, and...
How to make your outbound contact strategy mobile-friendly for the modern customer
Ofcom has finally ruled that 0800 or 0808 numbers should be made free to call from mobile phones; with many believing the decision is...
Three tips to ensure your customers’ happiness
Recent analysis from Citizens Advice revealed that irate callers tweeted HMRC over 11,500 times in the last 12 months to complain about long phone...
The modern way: 5 ways to truly satisfy your customers
Today’s customers are used to getting what they want, and getting it quickly. They have a multitude of new communication channels at their disposal,...
The new customer experience battleground: why marketing is moving in on the contact centre
We are seeing growing evidence of a new trend at Magnetic North; more and more marketers are getting in touch to talk about our...