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customer experience
Shaun Smith
  • By Shaun Smith
  • Jun 25 2008

Customer Experience Management in the Call Centre. First Direct shows the way

I was on business in Cambodia recently when I received a text message from First Direct, my bank in the UK, asking me to call them at my convenience. I called during the morning, which was the middle of the night in the UK. As always with First Direct, I immediately got through to a helpful agent who sounded cheerful, alert and eager to help me despite it being 3.am in the UK.

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Shaun Smith
  • By Shaun Smith
  • Jun 06 2008

How to survive and thrive during a downturn

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