ToolKit: social media, customer support!
Let’s familiarise ourselves with key numbers on the internet usage, its penetration, and stats on social media users in our…
Uncensored, Unencumbered and Unafraid!
Unlocking ways to innovate organisational processes using digital and data tools.
Let’s familiarise ourselves with key numbers on the internet usage, its penetration, and stats on social media users in our…
Building blocks of building customer service from the seminal work – Outside -in paraphrased in my words! Service Strategy Best…
If I gave you all the ingredients that go into a great falafel, would you succeed in putting together the…
Contrary to popular perception, CX automation is not a recent phenomenon. In fact, consumer mass deployment of the discipline dates…
Without a robust knowledge management practice in place, customer/seller/merchant/client, or just about any other kind of quality support is impossible…
In the last article, I argued how the winds within the wings of traditional phone-based BPOs are being stolen by…
Outsourcing exists because economic inequality has been a persistent reality of our world, and as far as we can tell…
We discussed the intricacies of B2C service design in the last essay, thank you indeed for receiving it so well…
Plain sight is almost always anything but plain. “If you happen to be wearing red glasses then red flags do…
(Note: The changes that we speak of in this article is expected to happen in the course of the next…