One Size Fits All Approach Won’t Meet Evolving Customer Demands
A one size fits all approach won’t meet evolving customer demands within the contact centre – Rachael Merrell, customer services…
Customer Service
Customer Service Ranked in Mystery Shopping Report
Top UK retailers’ customer service quality revealed and ranked in new mystery shopping report Customer service experts, FM Outsource, have…
72% of Customer Service Managers have or Plan to Add Gig Talent
Going Gig: 72% of customer service managers have added or plan to add gig talent in the next 2 years…
Self-Service More Popular than Calling Contact Centres
New research: digital self-service now more popular than calling customer service via a contact centre 60% of UK household water…
4 Ways to Deliver Personalised Digital Customer Service
4 Ways to Deliver Personalised Digital Customer Service – As more customer interactions go digital, there’s a concern that customer…
Get Customer Service Right in 5 Mins or I’ll Switch
The new 5-minute rule: Get customer service right in five minutes or I’ll switch, warn a third of customers when…
Customer Experience Innovation Set For Exponential Growth
Customer experience innovation set to undergo exponential growth in contact centres over the next decade, research finds Customer contact centre…
Half Of Consumers Feel Customer Service Is Afterthought
More Than Half Of Consumers Feel Customer Service Is An Afterthought Annual Zendesk Customer Experience (CX) Trends Report highlights CX…
Blog: It’s all about Customer Service & Recommendations
Companies and retailers rely on the level of customer service which they provide, brand image and recommendations – contact centres…
UK Most Unforgiving Country when it comes to Customer Service
UK most unforgiving country when it comes to customer service – More than a third of people (38%) in the…
Cynical Brits expect to be wowed by Customer Service
Aim low, avoid disappointment: Just 9% of cynical Brits expect to be wowed by customer service – Freshworks survey, conducted…
COVID19: Challenges and Way Forward for Customer Service
The impact of the pandemic, everyday challenges and the way forward for customer service in contact centres – Mat…
White Lies That Leave UK Companies in the Dark about CX
White lies leave UK companies in the dark – MaxContact survey reveals that nearly a quarter of UK consumers have…
Customer Satisfaction Is Important in fact Very Important
Why Customer Satisfaction Is Important – When it comes to delivering a product or service, the main focus for any…
Birmingham Council selects Agilisys for Customer Engagement
Birmingham City Council selects Agilisys for best-in-class customer engagement strategy Birmingham City Council has embarked on a Customer Service programme…
Contact Centre Complaints. Getting Worse or Better?
Contact Centre Customer Complaints Contact centres have always held an important role for businesses and their customers. However, since the…
1 in 5 Customers Think Online Customer Service is Poor
1 in 5 customers think online customer service is poor or unhelpful – As part of FM Outsource’s in-depth analysis…
Alphabet wins Customer Service Excellence Award
Alphabet wins ‘Customer Service Excellence’ at Car Finance Awards 2020 Leasing and mobility specialist, Alphabet (GB) Limited, is today celebrating…
How Voice Analytics Can Improve Your Customer Service
How voice analytics can improve your customer service – How to turn negative emotions into a positive conversation with CX.…