Welcome to the TICSI Knowledge Centre.
The aim of the centre is as a repository and reference source for a wide range of management models, materials and reference sources that may be useful for people involved in the leadership, management and delivery of customer service designed to offer customers an upper quartile experience.
Some of the contents may be copyrighted and where so the owner’s permission may be required before they are reproduced or used commercially.
Written by Robert Keay, Feb 07, 2018
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Written by Robert Keay, Jan 09, 2018
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Written by Matt Faulkner, Jan 05, 2018
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Written by Jen Marie, Jan 05, 2018
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Written by Katie Smith, Jan 05, 2018
0 Comments | 987 Views
Written by Hussein Shabbir, Jan 05, 2018
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Written by Matt Beck, Jan 04, 2018
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Written by Matt Beck, Nov 01, 2017
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Written by Phil Forrest, Sep 13, 2017
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Written by Matt Beck, Sep 13, 2017
0 Comments | 891 Views
Understanding Customer Happiness. How to achieve Customer Happiness and Loyalty, Influenced by Happy Employees The contents of this book are a culmination of my 40+ years working in the customer service arena both as an employee and for the past 28 years...
Written by Robert Keay, Feb 07, 2018 | 0 Comments | 1523 ViewsShow me more
11am GMT Wednesday 26th September 2018 In this webinar, we will explore two key themes for creating CEX success. How and when to measure the customer experience, and how to drive customer experience improvement using feedback. In the first part of the webinar, we will cover all the basic requirements of an effective customer experience measurement programme. How and when to measure the customer experience? Understanding there are two types of feedback – Solicited / Unsolicited Linking feedback to the customer journey Using transactional and/or relationship surveys What do we need to measure? – CSAT, Customer...
Written by Matt Beck, Aug 30, 2018
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Be honest about customer expectations in sales process – don’t over promise I can’t stress how...
Written by Hamza Jouda, Jan 26, 2018 | 0 Comments | 1413 Views
Milestones, KPIs and monthly reports. There aren’t many people who would put these things at the top of...
Written by Phil Forrest, Jan 11, 2018 | 0 Comments | 678 Views
What happens to the customer experience when a change in a government’s regulatory framework affects the price to...
Written by Robert Keay, Dec 14, 2017 | 0 Comments | 716 Views