60% of Brands Struggle with Ineffective AI for Customer Service
Sprinklr Study Finds 60% of Brands Struggle with Ineffective AI for Customer Service within the contact centre Only 22% of…
Customer Service
Consumers Frustrated as Customer Service is Neglected
Consumers left frustrated as customer service is neglected by companies – Nearly half (42%) of Brits don’t feel that customer…
Look After Your People & Customer Satisfaction Will Improve
Look After Your People And Customer Satisfaction Will Improve Dramatically David Earlam, Chief Operating Officer at Quantanite discusses In 2015…
Cost of Living Crisis Spur Rise in Customer Queries
Cost of Living Crisis to Spur Rise in Customer Queries to the contact centre – Companies must prepare for an…
Customer Service is more than just a job, it’s a career
Customer service is more than just a job, it’s a career – The new culture requirements for the evolution of…
Customer Service: The Secrets of Closed Loop Engagements
The secrets of closed loop engagements – Delivering great customer service via the contact centre is emerging as a real…
Contact Centre Experiences Cost Returning Customers
Poor Contact Centre Experiences could cost businesses up to 84% of returning customers – Customers reveal that long call queues…
Half of Enquires to Travel Companies Fail to get a Response
Almost half of customer enquires to leading UK travel companies contact centres fail to get a response – Study by…
Qualtrics Announces Consumer Trends That Will Shape 2023
Qualtrics Announces Consumer Trends That Will Shape 2023 – Tighter budgets put spotlight on the importance of winning consumer loyalty…
The Most Difficult Customer Support Challenges
The Most Difficult Customer Support Challenges – Customer support is vital across most businesses and sectors. And while it’s often…
42% of Customer Queries to UK Retailers Go Unanswered
42% of customer queries to leading UK retailers contact centres go unanswered – Study reveals correlation between retailer success and…
Worst Customer Service on Record – Energy Companies
Worst customer service on record from energy companies contact centres , says Citizens Advice Energy companies’ customer service standards have…
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 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…