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…
Customer Service
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.…
Blog: The Starbucks Effect in Customer Service
Blog: The Starbucks Effect in Customer Service – Can the contact centre learn from the Coffee giant when it comes…
Not Thanking Your Customers Risks Losing Them
Thank Your Customers are Risk Losing Them – 67% of UK consumers believe they should be thanked more often –…
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%…
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…