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Feature of the Month
Knowledge Sharing in Best Service Is No Service
This article overviews "Best Service Is No Service" structures and puts "knowledge sharing" into context.
All Articles
Knowledge Sharing in Best Service Is No Service
February 2011
This article overviews "Best Service Is No Service" structures and puts "knowledge sharing" into context.
Ten examples of crowdsourcing
November 2010
Tony Weimer discusses how the development of social media has provided a new platform for the crowd to be heard and is challenging traditional business models.
giffgaff – a business strategy based on crowdsourcing and crowdservicing
October 2010
Tony Weimer looks at giffgaff, a mobile network run by its customers, and how their business model is predicated on crowdsourcing and crowdservicing as a fundamental part of the strategy.
Solving the Government's dilemma: How to achieve cost effective quality service in an era of cost cutting
October 2010
Ian Morton tackles the thorny issue of how to deliver quality service to citizens cost effectively, discussing how Government can deliver effective service at a realistic cost.
Food for thought
October 2010
Sue Cooke helps you think through contact centre growth and the pitfalls of dividing FTE into ‘Sales’ or ‘Service’.
Social media - bringing humanity back to business?
August 2010
Ian Mapp examines the organisational urge to be ‘seen to be doing something’ about social media - especially when it negatively impacts the company.
Why don’t we listen, prioritise and act on what our customers are telling us?
June 2010
Ian Morton discusses how many companies are failing to prioritise and drive their business change programmes based on what their customers really experience. He provides guidance for improvement and clear action steps to help you get there.
Crowdsourcing and crowdservicing
April 2010
In this paper given at the PPF Annual Conference, Peter Massey looks at how two major applications of social media are changing traditional contact and contact centres.
Are you a “two heads” or “too many cooks” kind of person?
February 2010
In this article, Ian Mapp examines aspects of crowdsourcing in relation to customer service, and offers some tips to help you use it successfully.
Waving not drowning
January 2010
Susan Caesar explores the theme of “it’s raining projects” from a customer-oriented perspective and provides advice on how to implement organisational change - and be successful in the process.