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Peter McKean
Member Since: 4th Aug 2000
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Peter McKean
Managing Director Synthetix
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3rd Jul 2014

Improving multi-channel customer service to reduce brand switching

We are all now familiar with the terms ‘channel shift’ and ‘mobile mind shift’, with today’s customer expecting to be able to find answers...
Blog
26th Jun 2014

Avoiding customer service chaos during travel disruption

Six-day French air traffic strike causing chaos, frustrations over passport backlog, BA facing new threat of strikes - ahhh yes – it must...
Blog
19th Jun 2014

Managing customer service during World Cup fever

With World Cup fever gripping the nation and the key England game looming later this evening, many businesses are facing the headache of...
Blog
17th Jun 2014

Customer service response statistics: Room to improve?

Consumers no longer think in terms of ‘channels’ when it comes to purchasing or researching a product or service, they simply expect to...
Blog
3rd Jun 2014

I can answer that...Why a comprehensive knowledgebase is the key to customer confidence

Guest post by Marc Whitwam, Content Manager at HGS UK Helpful agents with information at their fingertips are the key to winning customer...
Blog
21st May 2014

Debunking the web self-service myths: Part 4

Despite the omni-channel world we now live in, there are still those who consider web self-service to be a second-rate customer support...
Blog
13th May 2014

Debunking the web self-service myth "it's just for support, not for customer conversion."

Despite the omni-channel world we now live in, there are still those who consider web self-service to be a second-rate customer support...
Blog
6th May 2014

Debunking the web self-service myths - Part 2

Despite the omni-channel world we now live in, there are still those who consider web self-service to be a second-rate customer support...
Blog
16th Apr 2014

Debunking the web self-service myths - Part 1

Debunking the web self-service myths - Part 1 Surprisingly, despite the omni-channel world we now live in, there are still those who...
Blog
6th Mar 2014

Hidden costs of customer service software

In today’s omni-channel world, consumers now expect to be able to seamlessly move from one customer touch-point to another, receiving the...
Blog
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