What is efficient for the contact centre is efficient for the customer. The paradigm shift is…
Category: – Customer Service/Experience
Cold calls could make consumers freeze out genuine customer service
Better protection for customers against TPS loopholes needed as nuisance calls taint industry, says contact centre…
Sitel “Turning Complaints into Brand Advocates”
As “The complainers” series reveals a new breed of super complainers emerging, customer care experts, Sitel…
Applying intelligence to self-service
Despite years of everyone telling us how important it is for customers to be delighted with…
Ways to enhance Customer Experience (CX) through your Mobile channel
Top 5 ways to enhance CX through your Mobile channel Customer Experience (CX), satisfaction and loyalty…
LV= Voted Best for Customer Satisfaction
LV= has been voted the best insurer for customer satisfaction, according to the 2014 UK Institute…
Banks Must Encourage More Vocal Customers to Avoid the Big Switch
Many consumers don’t communicate with their banks, because they don’t feel they are being heard. Meanwhile,…
New channels are changing customer service
Veronica’s recent blog mentioned that the customer service industry has moved on from a focus on contact…
UK Businesses Losing Over a Third of Customers Due to Poor Service
Service issues costing consumers nearly GBP15 billion a year As a result of poor customer service,…
HomeServe Customers are being encouraged to Rant & Rave
Customers contacting HomeServe, one of the UK’s leading Home Assistance providers, are being encouraged to ‘Rant…
Research Shows Link Between Customer Service and Revenue Still Overlooked By UK
Contact Centre Association Research for KANA Suggests Only 40 Percent of Senior Managers Focused on Improving…
Hillarys made-to-measure quality approach extends to customer service
Established in 1971 Hillarys is the UK’s number one supplier of made-to-measure blinds, shutters and curtains.…
Bright UK launches new Voice of Customer analytics features
“Like speech analytics but at a fraction of the cost” Bright announces new features to its…
Which? Report focus on Energy Company’s waiting times
How does your contact centre compare? Need to ring your energy provider? Then be prepared to…
Keep customer effort to a minimum to reduce complaints
Banks and insurance companies are breaking records for the worst customer service according to new figures…
Agents are your company’s most important brand ambassadors
The role of the contact centre as brand ambassador is often overlooked; reality is that marketing…