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%…
Customer Service
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…
Delivering Customer Service in the Digital Age
Delivering Customer Service in the Digital Age – Enghouse Interactive Download The ongoing drive towards automation has the potential to…
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…
Can Good Customer Service Ever Be Scripted?
Contact Centre scripting isn’t the most talked about customer service topic, nor the most alluring, but it does play a…
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…
How Collaboration Tools are Transforming Customer Service
“Bringing People Together” – How Microsoft Teams and Other Collaboration Tools are Transforming Customer Service in the contact centre by…
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…
Are Customers Losing Patience with your Customer Service?
Are customers losing patience with your customer service? White Paper from 8×8 ‘Importance of Customer Service – Value of Speed’…
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…
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…