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…
Customer Service
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…
5 Ways of Improving your Customer’s Experience
For any business, the experience you provide customers through your contact centre, and the journey they have with you has…
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…
Good Customer Service Starts & Ends with People
Well-trained human agents blended with AI innovation and flexible cloud-based technology combine to create the perfect customer experience Colin Hay…
Bad Customer Service Stops Consumers Shopping Retailer
Bad customer service stops six in ten consumers shopping with a retailer Research reveals UK customers’ main frustrations when dealing…
Great Customer Service in your Contact Centre?
I wonder if anyone knows when the last of the men in brown coats disappeared. Do you remember those gentlemen,…
Marks & Spencer Enhance CX Through Rant & Rave
Marks & Spencer enhances customer experience through Rant & Rave partnership Retailer implements technology to understand and respond to customer…
What customers want (What they really really want….)
Sundeep Boughan at Puzzel, discussing how it’s important to look at what customers want, compared to the customer experience you…
How Informed Contact Centres Keep Customers Happy
When it comes to growing the bottom line and long-term growth, one of the most important factors is customer satisfaction…
Minimise Customer Effort & Maximise Customer Satisfaction
Making life easier for customers is the first step towards brand loyalty and business success. Magnus Geverts at Teleopti shares…
We’re in danger of losing our softer side of customer service
What is your favourite way to communicate? Email, WhatsApp, Snapchat, Twitter? Whichever it is, it’s increasingly unlikely to involve having…
Disconnected Systems are Destroying Customer Experience
When asked, most executives would indicate that one of their strategic priorities is to deliver an excellent customer experience (CX)….
Digitally Enhance Customer Service. Don’t Fully Automate It
As the saying goes, “A problem shared is a problem halved.” Why then are many organisations automating their customer service…
Emergence of Artificial Intelligence within Customer Service
The Emergence of Artificial Intelligence within Customer Service – IFS Customer Engagement Artificial intelligence has the potential to transform the…