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De Belangrijkste KPI’s in Klantenservice. Wat zijn KPI’s en waarom zijn ze belangrijk?

Written on: 14/05/2024

KPI's in klantenservice: Cijfers als basis voor inzicht en verbeteringen In de klantenservice business is...

First time fix: What is it and how do you improve it? +10 tips!

Written on: 7/05/2024

What is First Time Fix (FTF)? A Definition First Time Fix (FTF), also known as...

The importance of good telephone accessibility for SMEs: Why outsourcing is a smart solution

Written on: 30/04/2024

The importance of good telephone accessibility for SMEs SMEs, the engine of the...

Customer service outsourcing webshop: The importance of good customer service for webshops and why outsourcing is the key to success

Written on: 23/04/2024

Customer service outsourcing webshop: The importance of good customer service for webshops and why outsourcing is the key...

Outsource customer service or do it yourself? The advantages and disadvantages of outsourcing customer service or doing it yourself.

Written on: 18/04/2024

Outsource customer service or do it yourself? We all know that customer service is an important part of...

The power of flexible shell in customer service: Optimising the flexible shell

Written on: 16/04/2024

The power of flexible envelope in customer service: Optimising flexible envelope Eem (external)...

Deepdive: The Psychology of Customer Satisfaction. What psychological aspects play a role in customer satisfaction?

Written on: 9/04/2024

Deepdive: The Psychology of Customer Satisfaction. What psychological aspects play a role in customer satisfaction? Customer satisfaction is...

Download free customer contact strategy sample PDF

Written on: 9/04/2024

Download free customer contact strategy sample PDF By popular demand, we have written a basic customer contact strategy. To...

Customer service staff training: The importance of continuous training and development of customer service employees

Written on: 4/04/2024

Customer service staff training: The importance of continuous training and development of customer service employees In today's competitive...

The relationship between customer satisfaction and employee satisfaction. Why the 1 reinforces the other

Written on: 27/03/2024

The relationship between customer satisfaction and employee satisfaction. Why the 1 reinforces the other In the world...

Why quantitative reporting is indispensable in customer service? Drive and improve based on figures

Written on: 19/03/2024

Why quantitative reporting is indispensable in customer service? Drive and improve based on numbers

Customer service outsourcing: What is blended customer service outsourcing?

Written on: 13/03/2024

What is blended customer service outsourcing? To start with our definition of blended customer service support:...

The Psychological impact of poor customer service

Written on: 12/03/2024

The Psychological impact of poor customer service We often talk about customer service and have both...

Customer service outsourcing: What is dedicated customer service outsourcing?

Written on: 11/03/2024

What is dedicated customer service support? To start with our definition of dedicated customer service support:...

How do you set up good customer service?

Written on: 1/03/2024

How do you set up good customer service? Discover the Benefits of Outsourcing Setting up a...

Why invest in your customer service? 5 investments that deliver more than they cost

Written on: 20/02/2024

Why investing in your customer service will lead to cost reductions In many customer service environments, there is still...

The psychology of expectation management in customer service

Written on: 6/02/2024

Psychology: Managing Expectations in Customer Relationships (expectation management) In the world of customer relationships, one...

Optimise availability of information and knowledge with AI

Written on: 30/01/2024

AI tools as an internal knowledge base? In customer service environments, having the right...

5 benefits of an external consultant

Written on: 23/01/2024

The real advantage of an external consultant: A fresh and experienced view without blind spots

What do Dutch people expect from customer service? Typical Dutch customer service expectations

Written on: 16/01/2024

Typical Dutch customer service expectations We have written some blogs on the differences between customer service in...

The Importance of Customer Feedback and how to do it?

Written on: 28/12/2023

The importance of customer feedback? But why? Customer feedback is important for any type. Your customers ask...

How do you deal with Peaks and Troughs in customer service?

Written on: 19/12/2023

Peaks and troughs in customer service? Balance in Customer Service: How to deal with...

Customer service trends of 2023: What can we learn for the future?

Written on: 12/12/2023

Customer service trends of 2023: What can we learn for the future? It seems like we are...

Chatbots and AI in Customer Service

Written on: 6/12/2023

Chatbots and AI in Customer Service In the rapidly changing world of customer service, chatbots have...

International Customer Service: 4 Challenges and Solutions

Written on: 22/11/2023

International Customer Service: 4 Challenges and Solutions Growing internationally is the ambition of many entrepreneurs and...

Why customer centricity is not obsolete.

Written on: 20/11/2023

The Indispensability of Customer Focus: Why 'Putting Customer First' Is Far from Obsolete In an era...

SpangenbergGroup achieves PCI DDS Certification

Written on: 13/11/2023

SpangenbergGroup has successfully passed the PCI DSS certification test. We meet everything international requirements

What does customer service outsourcing cost? All customer service outsourcing costs transparent!

Written on: 2/11/2023

What does outsourcing cost? All customer service outsourcing costs transparent! The economies of scale of outsourcing customer service and...

Customer Service in the E-commerce Sector: The Secret Behind Successful Online Stores

Written on: 31/10/2023

The e-commerce sector has grown exponentially in recent years, revolutionising how...

Customer Service Outsourcing: How does outsourcing work?

Written on: 24/10/2023

Customer Service Outsourcing: So how does customer service outsourcing actually work? With outsourcing customer...

The 10 most common customer service mistakes? Read what often goes wrong here.

Written on: 16/10/2023

The 10 most common customer service mistakes? Find out what often goes wrong here....

Customer service quick-wins! Quick improvement with these 6 Quickwins

Written on: 5/10/2023

Customer service quick-wins! Fast improvement with these 6 Quickwins Customer service quick-wins, we'll help you with 6...

Optimising customer service waiting times: How to avoid frustration? +5 tips!

Written on: 4/10/2023

Waiting times are one of the most frustrating aspects of telephone customer service. Customers usually have little...

Optimising customer service waiting times: How to avoid frustration? +5 tips!

Written on: 26/09/2023

Customer service waiting times are one of the most frustrating aspects of telephone customer service. Customers usually have...

Outsourcing: The solution to customer service staff shortages

Written on: 8/09/2023

Many companies are facing a growing problem: staff shortages. Finding qualified staff can...

5 Effective Tips for Dealing with Angry Customers

Written on: 6/09/2023

5 Effective Tips for Dealing with Angry Customers In customer service, we unfortunately have...

10 Tips for Better Customer Service! Customer service improvement tips in a row.

Written on: 5/09/2023

10 customer service improvement tips! Good customer service is important. When, as an organisation, you get your customer service right...

The 8 biggest customer service differences between French and Dutch customers!

Written on: 31/08/2023

The 8 biggest customer service differences between French and Dutch customers! In an increasingly...

Improve customer experience? Read here why you might want to

Written on: 27/08/2023

Improve customer experience? What is customer experience: In short, customer experience stands...

The 7 biggest customer service differences between Dutch and German customers!

Written on: 24/08/2023

The 7 biggest customer service differences between Dutch and German customers! We all know...

7 links between Customer Experience and Customer Service

Written on: 18/08/2023

7 Links between Customer Experience and Customer Service We have written many blogs on customer service and customer experience....

7 Effective customer service strategies for improving customer service in your business

Written on: 15/08/2023

7 Effective customer service strategies for improving customer service in your business Customer service... Many have...

6 traits of good customer service department!

Written on: 10/08/2023

A good customer service department has these 6 traits! What characteristics does a good customer service department have?...

8 skills for a good customer service representative

Written on: 8/08/2023

A good customer service representative has at least these skills! There are a lot of people working in the Netherlands...

Outsourcing globally the norm! 62% outsources!

Written on: 1/08/2023

Majority of companies do it! 62% of companies (partially) outsource customer service....

Poor customer service: 7 consequences of poor customer service

Written on: 27/07/2023

Bad customer service... We all have to deal with it from time to time. Bad customer service... But what...

Customer service outsourcing Pitfalls: 6 pitfalls to avoid!

Written on: 11/07/2023

We now have over 20 years of experience performing customer service work for external...

Why outsource customer service? Read why you should outsource customer service here!

Written on: 29/06/2023

Why outsource customer service? Outsourcing customer service generally creates synergy effects that allow...

Customer service marketing: customer service as a marketing tool

Written on: 22/06/2023

Customer service is not part of the traditional marketing mix. The question is at all in...

All about multichannel customer service + 4 free tips!

Written on: 15/06/2023

Multichannel customer service, what exactly does that mean? In customer service, we often talk about...

What is an inbound call?

Written on: 15/06/2023

At Spangenberg Group, we provide customer service for several companies from small to large. Among other things, we provide...

Completely unburdened? A brief explanation of what we mean by that!

Written on: 13/06/2023

We believe in the value of high-quality customer contact. Customer contact that adds value to...

Outsource customer service for SME, Webshop or start-up? Outsource customer service even for low volumes!

Written on: 8/06/2023

Outsource customer service for SME, Webshop or start-up? Outsource customer service even at low volumes! Earlier, we wrote about...

More than 20 years of experience? What good does that do us?

Written on: 31/05/2023

Over 20 years of experience? A brief explanation of what we mean by that: Just that...

Successful together? What do we mean by that?

Written on: 16/05/2023

We are a family business with a long-term focus. Not on successes or...

Customer service outsourcing benefits at a glance!

Written on: 12/05/2023

Customer service outsourcing benefits! In this blog on Customer service outsourcing: The benefits, we discuss...

What is a customer contact strategy and why is it important?

Written on: 2/05/2023

What is a customer contact strategy? Our definition of a customer contact strategy: The strategic principles regarding...

What is customer-friendliness? All about customer-friendliness here!

Written on: 2/05/2023

What is customer-friendliness? To start with the definition of customer-friendliness: Customer-friendliness refers to taking into account...

The ultimate customer experience. What is that and how do you achieve it?

Written on: 28/04/2023

Ultimate customer experience? We have previously written about what customer experience is. What is the ultimate customer experience?...

Customer Contact Centre (CCC): What is it and why is it an important department

Written on: 18/04/2023

Customer contact centre KCC Customer contact is becoming an increasingly important marketing tool. Organisations and institutions...

Customer contact centre? What is it and what does it do?

Written on: 6/04/2023

What is the Customer Contact Centre? Our definition:The Customer Contact Centre is the department within an organisation where...

Interview online retailer: Customer service as a valuable marketing tool

Written on: 4/04/2023

Customer service as a valuable marketing tool Customer contact is still generally seen too much as a...

Up to 25% outbound conversion with outbound service!

Written on: 21/03/2023

We do ongoing outbound service calls for several web shops and mail order companies. Did you know that with...

Customer feedback, what is it and what can you do with it?

Written on: 14/03/2023

Customer feedback What is it, what can you do with it and how do you set up an ongoing edge feedback...

Customer satisfaction how and what: measuring customer satisfaction

Written on: 7/03/2023

Customer satisfaction how and what: measuring customer satisfaction We know what customer satisfaction is. Now the question is...

Customer satisfaction how and what: Customer satisfaction improvement tips (9x)

Written on: 2/03/2023

Customer satisfaction improvement tips We have listed 9 simple customer satisfaction improvement tips for you....

Customer satisfaction how and what: Improving customer satisfaction!

Written on: 28/02/2023

Customer satisfaction how and what: improving customer satisfaction? Many organisations want to do something with customer satisfaction but know...

Customer satisfaction how and what: What is customer satisfaction?

Written on: 23/02/2023

Customer satisfaction is an important issue in many organisations and institutions. But what is customer satisfaction really...

5 customer experience tips for less customer contact and better customer experience!

Written on: 16/02/2023

5 customer experience tips for less customer contact and better customer experience! We do a lot of customer surveys. Every time it turns out...

How outbound calling does work?

Written on: 2/02/2023

How outbound calling does work? Higher conversion through service instead of sales Call centres and...

Poor accessibility is more expensive than you might think

Written on: 2/02/2023

Poor accessibility, what does it cost? The importance of good accessibility is well known. But what does it cost...

Why customer experience starts with good customer contact!

Written on: 26/01/2023

Why customer experience starts with good customer contact It seems to be the new holy grail in marketing:...

Call to action: where online and offline come together

Written on: 10/01/2023

Call to action: where online and offline come together Most online trends are set...

Shooting with focus; How inbound and outbound lead generation come together effectively

Written on: 3/01/2023

Shooting with focus; How inbound and outbound lead generation come together effectively Virtually every organisation...

Adjusting opening hours: Why match opening hours to customers' needs

Written on: 15/12/2022

Changing opening hours: 5 reasons to make sure you are accessible to your customers, right...

Webshop accessibility? Here's what you need to know about reachability

Written on: 6/12/2022

Webshop? This is what you need to know about webshop reachability and your webshop customer service It...

All about customer focus: What does customer focus deliver?

Written on: 1/12/2022

What does customer-centric work deliver? "And what does that cost?"... a good question. Yet can...

All about customer focus: Practical Customer Focus! Customer focus in practice

Written on: 27/11/2022

All about customer centricity: Practical customer centricity. Putting the customer first, the customer is king, the customer...

All about customer focus: The importance of Customer Focus?

Written on: 5/11/2022

The Importance of Customer Centricity So why is it important? What is the importance of customer centricity?....

All about customer focus: What is customer focus?

Written on: 28/10/2022

What is customer centricity? Our definition of customer centricity: Customer centricity is the extent to which an organisation meets the...

Customer acquisition tips: 6 tips to successfully acquire clients yourself

Written on: 10/10/2022

Customer acquisition tips! Every business struggles at times with bringing in new customers....

Improve customer-friendliness tips? These 8 tips will help you get started right away

Written on: 4/10/2022

8 tips to easily improve your customer-friendliness Customer-friendliness is important. Earlier, we wrote a...

Retaining customers? Read how to do it here!

Written on: 28/09/2022

Retaining customers? Read how to do it here! Marketing lesson 1: retaining customers is many...

Improving customer contact: Why and how?

Written on: 12/09/2022

Improving customer contact? Why you should and how to get started. Every organisation gets...

What is customer experience? The definition of customer experience and why it matters!

Written on: 4/09/2022

What is customer experience? The definition of customer experience and why it matters! What is customer experience ...

The importance of good accessibility

Written on: 16/08/2022

The importance of good accessibility? 7 reasons to make sure you offer good accessibility

Why do my customers call so often?

Written on: 1/08/2022

Why do my customers call so often? 5 tips to reduce your call traffic AND increase your...