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…

Consumers Likely to Stay with a Bank Due Good Customer Service

UK consumers more likely to stay with a bank because of good customer service than move…

A Human Touchpoint is Still the Champion of Customer Service

A Human Touchpoint is Still the Champion of Customer Service, Gamma Research Reveals – SMEs buck…

Brits Rather Deal with Vermin Infestation than Contact Customer Services

Nearly one in five Brits would rather deal with a vermin infestation than contact customer services,…

How Can Excellent Customer Service Help Retain Customers?

How Can Excellent Customer Service Help Retain Customers? Enhancing Customer Experience Many businesses make the mistake…

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