By Ash Schofield

As we look ahead and make our priorities for the year, brands would do well to reassess how they view customer service.

Too often it is an afterthought, or a bolt-on to the business, with not enough consideration given to the caller or the call-handler, both of whom are the victims of an outdated system.

Doing away with call centres altogether, and instead giving members (we never regard them as just customers) the chance to troubleshoot for each other on our forums, has resulted in an average response time of 90 seconds. This is versus the national average of 15 minutes Read full story ›

Source: The Drum