Zendesk Benchmark: Live Chat Drives Highest Customer Satisfaction – Exchanging more messages during a live chat…
Category: – Customer Service/Experience
Rant & Rave: Orbit launches housing first with real-time customer feedback
Rant & Rave: Orbit Group, one of the UK’s largest housing providers, is launching a real-time…
55% of Customers Can’t Remember Having a Successful Customer Experience
SDL Report confirms that 55% of Customers Can’t Remember Having a Successful Experience [Infographic] The customer…
Aspect Software: Context is Everything
Context is Everything: Aspect Software Introduces Experience Continuity Contextual Consistency Between All Customer Service Interactions, Channels…
Eptica research finds multichannel customer service not improving
Eptica research finds multichannel customer service not improving within insurance sector – Insurers unable to adequately…
eg Solutions To stay in the customer satisfaction game focus on Back Office
To stay in the customer satisfaction game – focus on the Back Office says eg Solutions…
Customer loyalty – Can insurers do better?
Anton Manley, Director of Strategic Accounts at Webhelp UK, asks Customer Loyalty – Can insurers…
British Gas invests £50m in customer service
British Gas invests £50 million in customer service excellence British Gas have announced a multi-million pound…
Mobile Self Service Helps Put a Hold on Hold Times
Mobile Self Service Helps Put a Hold on Customer Hold Times – Yin Warren Product Marketing…
Marketers No Closer to Understanding Customer Journey
Mapping the customer journey in the contact centre isn’t that straightforward; new research reveals a lack…
Best Practice for IVR in the Contact Centre
If done correctly, technology can greatly benefit contact centre service providers, their clients and their customers.…
mplsystems – 45% of Callers are happy to stay on hold
According to the latest study conducted by global research consultancy TNS, 45% of British consumers are…
Cirrus – Delivering the Experience Customers Deserve
Why is the Customer Experience so Important? Whereas running an efficient and effective contact centre is…
Enghouse Interactive – Getting on the Front Foot with Proactive Customer Service
Enghouse Interactive – Spring is just around the corner and for many people that’s a chance…
Yorkshire Housing Association achieves ServiceMark Accreditation
Yorkshire Housing Association ‘s Customer Service Centre has now joined one of only five UK Housing…
Zendesk Benchmark: How Customer Service Teams Operate Can Matter More than Industry Comparisons
New Research by Zendesk Finds Four Types of Support Organisations Based on Similarities in Operational Traits…
Capita Customer Management Reveal ways to exceed customer expectations
Kathryn Clarke, Managing Consultant at Capita Customer Management, considers current customer expectations when dealing with companies,…
Proactive customer care is key in energy sector, says Aspect
Price drops on energy put emphasis on customer service for Big Six says Aspect. Smaller energy…