Claudia Thorpe

Member Since: 23rd Jun 2017

Bio

Claudia is a writer and expert in the customer service field, having previously held positions as editorial director for Call Centre Focus and director of SpeakEasy Communications.

Claudia Thorpe

Writer and editor, Call centres and customer service

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3rd Jul 2017

Predictive analytics: The key to pre-empting customer service problems?

As business professionals, we are continually bombarded with messages about the value of data. It is like the new gold rush, with many...

Technology

27th Jun 2017

How to transition from reactive to proactive customer service

Getting to a place where the majority of your customers never have to contact you for support queries is the Holy Grail of customer service...

Management

23rd Jun 2017

Six steps to building a proactive customer service strategy

Leading-edge companies around the world are now practicing proactive customer service, where customer needs are anticipated and met, rather...

Management

Predictive analytics: The key to pre-empting customer service problems?

How to transition from reactive to proactive customer service

Six steps to building a proactive customer service strategy

Do CX managers need to be contact centre experts?

Why training your service staff isn't improving CX

How to adopt a more human-centric approach to CX

Latest resources