Mark Adams
Who doesn't love a refresh?
Exciting news - which you may have already noticed - over the summer we've been busy with the great people at yourweb.nz refreshing...
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Expert Advice
Mark Adams
Dec 20, 20232 min
The power of pausing
At this time of the year many of us will be taking some time off. Some people love taking an extended break from work whereas others like...
610
Mark Adams
Jul 5, 20233 min
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, 20233 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...
920
Mark Adams
Sep 26, 20223 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...
450
Mark Adams
Sep 8, 20223 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 -...
490
Mark Adams
Jul 14, 20223 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, 20222 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, 20222 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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