Contact Centre Association Research for KANA Suggests Only 40 Percent of Senior Managers Focused on Improving…
Category: – Customer Service/Experience
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…
Getting Web Customer Service right
The old saying that the website is your organisation’s shop front has never been truer –…
Costs, complaints & customer satisfaction are driving jobs re-shoring trend
Businesses following contact centre trend to improve customer service and bring key processes back to the…
Customer Service – Survey Reveals is Top Goal for Travel Industry
Customer Service – Over 80% of respondents cited customer service and staff productivity as primary business…
Crawley Borough Council’s Contact Centre celebrates 10th Birthday
Originally set up to provide a single point of contact the service continues to deal with…
How Rant & Rave changed the face of the contact centre
The challenge West Bromwich Building Society has a busy call centre that answers up to 1,000…
What Do Customers Actually Want From Contact Centres?
What Do Customers Actually Want From Contact Centres? The world is changing, people seem busier than…
mplsystems 7 Technology Indicators for successful customer engagement
mplsystems predicts that that 2014 will be the year when customer service organisations start to break…
Energy firms fizzle rather than burn bright when it comes to customer service
New research finds ‘mediocre’ utilities industry not doing enough to offset rising prices against consumer expectation…
‘Five Step guide to converting Christmas shoppers with Customer Service’
With UK consumers spending an estimated 375m hours shopping online last December, 17m of those on…
UK consumers rate financial services providers as the worst for customer service
Financial services providers have been rated the worst for offering the highest standards of customer service,…
The Future of Customer Service 2013
The CCA Kcom ‘Future of Customer Service’ report 2013 marks the third year this authoritative research…