Thoughts on buying contact centre tech
When I first work with a new client I normally carry out a diagnostic of their operations, including observing advisors interacting with...
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Mark Adams
- Jan 6
- 3 min
Customer surveys are dead
For as long as I can remember companies have been carrying out both one-off and rolling customer satisfaction surveys - and I’ve...
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Mark Adams
- Sep 26, 2022
- 3 min
From reactive to proactive service
Ahhhh….that often cited desire and rarely experienced joy that is proactive customer service. I believe delivering a great proactive...
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Mark Adams
- Sep 8, 2022
- 3 min
The human side of digital service
In my last blog I talked about digital first strategies and digital transformation - if you didn’t read that blog just go here -...
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Mark Adams
- Jul 14, 2022
- 3 min
Digital service: don’t wait - don’t stop
For the five years before setting up Sooth Consulting I was Member Services Director for Pure Planet; a digital first energy supplier. I...
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Mark Adams
- May 25, 2022
- 2 min
What are your service principles?
In April I wrote a blog about how to develop your service strategy - if you missed it or need a refresh you can find the blog here. In...
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Mark Adams
- Apr 21, 2022
- 2 min
Let's talk performance improvement
In this, my final of the series of three blogs about the services offered by sooth consulting I’ll focus on operational performance...
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Mark Adams
- Apr 13, 2022
- 3 min
Building a service culture
This is the second in my series of three blogs about the services offered by sooth consulting. In the first blog I talked about service...
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Mark Adams
- Apr 7, 2022
- 3 min
Develop your service strategy
This is the first in a series of three blogs looking at the three services provided by sooth consulting. Over the coming weeks I’ll talk...
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Mark Adams
- Mar 30, 2022
- 2 min
sooth consulting...where did it come from?
After more than a fantastic (no exaggeration - best place I’ve ever worked) five years at Pure Planet, in a role I loved, with the...
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Mark Adams
- Mar 16, 2022
- 3 min
Where to begin?
Often in my life the best place to start is by the sea. Having grown up next to the sea it's always been an important part of my...
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