British Gas invests £50 million in customer service excellence British Gas have announced a multi-million pound…
Category: – Customer Service/Experience
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…
Customer Service Technology shunned by Contact Centres
Voice biometrics, gamification and video technology have been hot topics in the contact centre industry in…
Poor customer service is costing companies over £7.7 billion
Businesses need to reduce customer effort to minimise complaints – Customer engagement expert says analytics is…
Customer Service and Satisfaction has dropped to its lowest level since 2010
Customer Satisfaction has dropped according to Institute of Customer Service Report John Lewis and Amazon come…
32Red Sport chooses Transversal to deliver 24 hour customer support
Transversal, a leading provider of enterprise knowledge solutions for the cloud, has been appointed by 32Red…
Capita Customer Management: Five ways to exceed customer expectations
Kathryn Clarke, managing consultant at Capita Customer Management, considers current customer expectations when dealing with companies,…
Five ways to make your contact centre more powerful
Five ways to make your contact centre more powerful Consumers expect more from contact centres Simon…
Retaining customers: You don’t know what you got ‘til it’s gone
With this week’s news that none of the ‘Big Six’ energy suppliers answered the phone to…