Poor customer service isn’t a generational issue ~ Why Gen Z aren’t to blame for worsening…
Tag: Customer Service
Top Industries Revealed – Who Leads in Customer Service Excellence?
Top Industries Revealed – Who Leads in Customer Service Excellence within the contact centre? • UK…
Increased Expectations, Declining Loyalty: Consumer Experience Trends
Increased Expectations, Declining Loyalty; Qualtrics Announces 2025 Consumer Experience Trends Hype about AI gives way to…
Creating Exceptional Customer Contact this National Customer Service Week
This week marks National Customer Service Week, a celebration of the customer service industry and its…
Why is the Customer Service Industry Ignoring Older People?
According to data from The Institute of Customer Service, 1.3 million over 65s in the UK…
When Customer Service Becomes an Endless ‘Sales Pitch’
My car had a manufacturer recall recently so without hesitation I telephoned my local dealership to…
Gen Z Wants Better Digital Customer Service
The WhatsApp generation: younger shoppers urge brands to increase use of digital channels for customer service,…
Ofgem sets out Vision for Customer Service culture in Energy Sector
Ofgem sets out vision for customer service culture change to make energy sector best in Britain…
National Customer Service Week (NCSW) 7th – 11th October 2024
This year’s National Customer Service Week (NCSW) will run from Monday 7th to Friday 11th October…
UK Consumers Call on AI to Save ‘Broken’ Customer Service
New survey reveals: UK consumers call on AI to save “broken” customer service, as businesses fail…
EDF & Utilita Named as Worst Suppliers for Customer Service
EDF and Utilita named as worst suppliers for customer service through their contact centres in Citizens…
Evri announces £1m investment into AI Strategy to Transform CX
Evri announces £1 million investment into AI strategy to further transform the customer experience through its…
Taxpayers let down by Poor HMRC customer service
– HMRC’s telephone customer service is not delivering – average wait time of nearly 23 minutes…
Deploying Strategies to Manage Frustrated Customers in the Utility Sector
Deploying strategies to manage frustrated customers in the utility sector via the contact centre Echo Managed…
More Chat, Less Bots – Why a Human-First approach is best
More chat, less bots ~ Why a human-first approach is best for mobile customer service at…
AI-Powered Customer Service: Revolutionising the Support Experience
The evolution of customer service has transitioned from traditional contact centres to digital platforms. This shift…
Poor Customer Service Costs UK firms Billions
Poor Customer Service Costs UK firms Billions – so why can’t they get it right? Since…
Customer Service Standards slipping as Consumers turn their back on Chatbots
Customer service standards slipping as UK consumers turn their back on AI chatbots in the contact…
Your Call is Important To Us. Really?
We all work in the UK contact centre industry – we all know how it works…