80% Leaders Consider RPA Important to Improving CX
Independent Research Firm Finds 80 Percent of Business Leaders Consider Robotic Process Automation Important to Improving Customer Service Excellence Robotic…
– Customer Service
Is Tech Holding You Back from Delivering Exceptional CX?
Is technology holding you back from delivering exceptional customer service? 5 ways to buck the trend Don’t let technology come…
Robotic Staff is Tainting Customer Satisfaction
Robotic Staff Service is Tainting Customer Satisfaction for UK Businesses – 91% of people say that they regularly experience situations…
Are Consumers Ready for Automated Customer Service?
CGS Survey Reveals a Blend of Automation and Human Interaction Will Drive Meaningful Connections Between Customers and Brands Over 70%…
Insurers Neglecting Customer Service on Digital Channels
Insurers neglecting customer service on digital channels, Eptica finds Poor performance and focus on social media damages trust and risks…
Consumers of All Ages Want Responsive Customer Service
New YouGov Research Shows Consumers of All Ages Want Responsive Customer Service and Data Security from contact centres Nearly two-thirds…
Utilities Customer Satisfaction Firmly On Hold in 2019
New Report from TTi Research Reveals Utilities Customer Satisfaction is firmly ‘On Hold’ in 2019 – Main bugbear? Contact through…
Poor CX Prevents Citizens accessing Vital Information
Poor customer service prevents UK citizens accessing vital information from councils Over a third (37%) of UK citizens have been…
Bringing Customer Service Into The Digital Age
Bringing Customer Service Into The Digital Age Jeremy Payne, VP of Product Marketing, Enghouse Interactive When organisations embark on the…
Putting the Pride Back in Customer Service – Sion Lewis, LogMeIn
Putting the pride back in customer service Sion Lewis, VP of EMEA at LogMeIn, considers why there needs to be…
Companies Face Boycotts For Slow Customer Service
Research reveals over half (56%) of Brits would stop shopping with a brand if they experienced slow customer service. That…
Outsource Recognised for Outstanding Customer Service
Walsall-based utilities customer contact outsourcer, Echo Managed Services, and its client South Staffs Water have been awarded a prestigious accreditation…
The Changing Face of Customer Loyalty in Contact Centres
The changing face of customer loyalty – Dino Forte, CEO at contact centre outsourcer Ventrica, explores to what extent consumers…
Consumers Love Messaging Hate the Experience
Consumers Love Messaging for Customer Service But Hate its Experience Silo YouGov survey of US and UK consumers reveals that…
Overcoming Barriers to Five-Star Customer Service
Many contact centres are held back by poor image, a reactive mindset and disjointed technology. Colin Hay outlines 5 strategies…
Top UK Organisations for Customer Service Revealed
Top UK Organisations for Customer Service Revealed in UK’s Most Comprehensive Mystery Shopper Programme Northern Powergrid, Vitality Health and NS&I…
How to Improve Customer Satisfaction with Self-Service
How to Improve Customer Satisfaction with Self-Service – Martin Cross CTO at Connect Managed Services explains how this can be…
1 in 10 Consumers Never Had Good Customer Service
1 in 10 British consumers have never had good customer service Research from Zendesk finds 70% of UK Consumers remember…
CX & Contact Centres: What Will Change in 2019?
In 2018 it was predicted that voice would soon be dead and that the only sounds heard in contact centres…