3 ways of successfully making customer service everyone’s job – In this article Michael Cheung of…
Category: – Customer Service/Experience
CX Company Launches DigitalCX To Power Personalised Customer Engagement
CX Company Launches DigitalCX To Power Personalised Customer Engagement across Digital Channels Today CX Company announces…
Are Your Customers Calling a Place That Always Knows Their Name?
Are Your Customers Calling a Place That Always Knows Their Name? by Joe Gagnon, SVP &…
Zendesk Benchmark: Live Chat Drives Highest Customer Satisfaction
Zendesk Benchmark: Live Chat Drives Highest Customer Satisfaction – Exchanging more messages during a live chat…
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…