Contact Centre Experiences Could Cost Returning Customers
Poor Contact Centre Experiences could cost businesses up to 84% of returning customersCustomers reveal that long call queues and dealing…
Customer Service
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…
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…