Roger Beadle

The power of asynchronous messaging

As the last year has shown, we’re undergoing a shift in the customer service industry. You’ve heard of the phrase ‘the customer is always right’, but now, the new rule is ‘the customer is always in control’. That’s firmly the motto of many brands...

Three ways GigCX can meet the demands of today’s digital consumer

As events in the past year has shown, the need to rapidly adapt has broken conventional silos that have long been the backdrop for the customer service industry. What is desperately needed is a step-change in customer service. This is where a gig customer...

Customers Expect Smooth Sailing for Busiest Online Shopping Weekend of the Year: But Will...

With less than 100 days to Christmas and the countdown to Black Friday (November 27th) and Cyber Monday, (November 30th) on, it’s clear that people expect customer service to be back to pre-coronavirus levels of efficiency in terms of resolving queries and issues. Recently,...

Avoiding Call Centre Crisis in the Time of COVID-19

As COVID-19 continues its spread and disruption to the global workforce, there are many organisations who are already putting in plans to either reduce working weeks or reduce headcount. One of the top questions on everyone’s minds is how India, a country that sent...

Coronavirus vs the Contact Center – What Next?

How do we plan for the unexpected? Even more worryingly, how do businesses develop contingency plans for when operations must cease or significantly reduce in multiple cities and regions all at once? We think of businesses ceasing operations in 2020 as something that will never...

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