Is this distance ‘mis’-selling by a broadband provider?

I’d value thoughts on this… Let me describe the scenario – I needed to change broadband provider. So I called up a well-known super-fast fibre provider, knowing that I was out of contract with my old provider. Here’s the bones of how the conversation went. “I’m thinking about changing from my existing broadband provider to […]

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Is contact centre customer service in the UK now better than in the US?

You so often hear that customer service in the US is so much better than in the UK (often from people in the UK I hasten to add) especially when it comes to face-to-face service. This view may not be universally shared by people in the US though, primarily because their expectations are higher. So, […]

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Cloud Telephony and the Contact Centre – how real are the benefits?

Almost every client we work with at the present time is either considering Cloud telephony or going through a vendor selection process, that’s if they do not already have it in place. On the face of it, the benefits might seem too good to be true, so we wanted to explore the ‘sales hype’ and […]

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Mind? The Gap?

In 2015, the Institute of Customer Service stated that customer satisfaction in the UK was at its lowest point since July 2010, indicating that organisations are not keeping up with increasing customer expectations of service. This year saw a 1 point increase but this is still below July 2011 levels. Looking deeper into the results, […]

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Modern contact centres are NOT the cotton mills of the 21st century

Modern contact centres are NOT the cotton mills of the 21st century as they were once described. Kinetic’s benchmark data clearly shows that contact centre staff are not being worked to the ragged edge.  In fact, our benchmark data shows that At-Seat Utilisation (ASU) has actually fallen over the last 13 years from 75% to […]

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