Category: Main

Why we built our own soft-phone

In a steadily evolving world of technology, we have an overload of choice when it comes to systems we can use in the Customer Service world. Even integrations between various systems are no longer a challenge, and software (SaaS too) providers know that such features are no longer just “nice to have”. So where do […]

Read More

Moving away from email to live channels

A few months back, I wrote about email being a dying channel for effective customer support, after hearing how a large consumer electronics company was trying to do exactly that. Not being someone that remains comfortable with theoretical practices, and also seeing the issues that email caused for us, I decided to speak to some […]

Read More

I quit, but I’ll do it nicely

I usually post things related to Customer Service, Social Media or similar, and this time it’s only tangentially related to Customer Care, because that happens to be be the area I’m in. There are many reasons to leave your current employer, it may be because you move on geographically, are looking for a new challenge, […]

Read More

The evolution of the revolution — Email as a dying channel

Although I may be young at heart,  physically I’m certainly not, and I grew up in a very much analogue world. The limits of my digital youth were an Atari games console, and later a computer that had a cassette player to load programmes and games. It was only in the mid ’90s that I started using […]

Read More

Looking back on 2 years at Blacklane

As we kick off 2016 at Blacklane, my 2 year work-anniversary also appears on the horizon. It’s hard to believe that I’ve been here that long already, and time has flown by, much like a Mercedes Benz on a German Autobahn. In late 2015, we started doing rotation days, so that new Blacklane staff members […]

Read More

2016 – what’s going on in Customer Service?

While I haven’t been writing much on the Customer Service landscape recently, I have been busy within it. Beyond my daily tasks at Blacklane heading up the Customer Care & Operations team, I’ve had the opportunity to vistit a few conferences this year, and speak to many colleagues within the industry, and I’ve noticed a […]

Read More

Does “Social” Change Customer Service?

I was recently asked to speak at a conference in Germany, on the subject of Social Customer Care, and that got me thinking about the subject, and about how I (and my team) approach the subject. What a great way to bring my blog back to life, right? So what is this phrase “Social Customer […]

Read More

Simplification

Making complex things simple is what most online companies/services attempt to do. If it’s buying your next pair of shoes, ordering something to eat, or changing your service plan with your mobile provider, going online to do so is now more than just a habit, it’s how you do things today. Either via a browser […]

Read More

Did you ever wonder what Bitcoin is?

The term Bitcoin has been popping up over the past few months & years as a new payment model/method based on a P2P system. Wired.com has but together the basics around Bitcoin, giving some insight into what it is, how it works, and also what concerns exist around it. Check the article here: http://www.wired.com/wiredenterprise/2013/11/bitcoin-survival-guide/#! Update: Talk […]

Read More

Why Outsourcing is no longer a no-go

In my daily life, I often get asked why companies still outsource, as outsourcing seems to (still) have a negative side-taste. Outsourcing is probably one of the most discussed topics within the Customer Service world. Offshore, nearshore, onshore, all viable options that have even made it into the dictionary as verbs. And still, there is […]

Read More