Tim Deluca-Smith
Member Since: 28th Nov 2015
9th Mar 2015
Why is self-service failing to deliver - and what can be done about it?
As a customer, resolving issues over the phone can be a painful and laborious process, and that’s if you manage to speak to someone in the...
Contact centres
24th Sep 2014
Will web self-service render contact centres obsolete?
Brands are under increasing pressure to develop strategies that deliver improved customer care levels at vastly lower costs. So it’s not...
Contact centres