Niamh Reed 


Customer Service And The Age of The Hero

What’s in a name? Customer service, by any other name, would entail the same work. Yet currently we are seeing an overhaul of customer service job titles. Far from the bland, yet functional, titles of old (customer service agent, tech support, etc.), we’re seeing a new wave of “creative” job titles. Roles such as “happiness technician”, “support ninja” and “customer service … [Read more...]

Focus Pocus: How AI and Automation Can Improve Employee Focus

Regardless of whether an office handles development, managerial tasks, or houses the team on your customer service frontline, employee focus is essential. It makes for a good office atmosphere, it can boost productivity and efficiency, and it’s a signifier to high employee satisfaction. Yet it was reported last year that a staggering  85% of employees aren’t engaged – or are … [Read more...]