Evri announces £1m investment into AI Strategy to Transform CX

Evri announces £1 million investment into AI strategy to further transform the customer experience through its…

Taxpayers let down by Poor HMRC customer service

 – HMRC’s telephone customer service is not delivering – average wait time of nearly 23 minutes…

Deploying Strategies to Manage Frustrated Customers in the Utility Sector

Deploying strategies to manage frustrated customers in the utility sector via the contact centre Echo Managed…

More Chat, Less Bots – Why a Human-First approach is best

More chat, less bots ~ Why a human-first approach is best for mobile customer service at…

AI-Powered Customer Service: Revolutionising the Support Experience

The evolution of customer service has transitioned from traditional contact centres to digital platforms. This shift…

Poor Customer Service Costs UK firms Billions

Poor Customer Service Costs UK firms Billions – so why can’t they get it right? Since…

Customer Service Standards slipping as Consumers turn their back on Chatbots

Customer service standards slipping as UK consumers turn their back on AI chatbots in the contact…

Your Call is Important To Us. Really?

We all work in the UK contact centre industry – we all know how it works…

Consumers Likely to Stay with a Bank Due Good Customer Service

UK consumers more likely to stay with a bank because of good customer service than move…

A Human Touchpoint is Still the Champion of Customer Service

A Human Touchpoint is Still the Champion of Customer Service, Gamma Research Reveals – SMEs buck…

Brits Rather Deal with Vermin Infestation than Contact Customer Services

Nearly one in five Brits would rather deal with a vermin infestation than contact customer services,…

How Can Excellent Customer Service Help Retain Customers?

How Can Excellent Customer Service Help Retain Customers? Enhancing Customer Experience Many businesses make the mistake…

11 Customer Service Trends to Delight Customers

Stale scones and lukewarm tea – that’s what often passes for customer service these days. But…

Why Customer Experience Matters and How to Improve It?

Why Customer Experience Matters and How to Improve It? Customer experience, or CX, can be defined…

The Starbucks Effect in Customer Service

The Starbucks Effect in Customer Service – Can the contact centre learn from the Coffee giant…

How Utility Companies are Re-thinking their CX

How Utility Companies are re-thinking their CX in their contact centres – Keith Gait, MBA CCXP…

Nearly Half of Consumers Expect 24/7 Customer Service Support

Vonage Research Reveals Nearly Half of Consumers Expect 24/7 Customer Service Support, Nearly Three Quarters Will…

‘Shockingly Poor’ Customer Service Which? Survey Finds

Some major firms offering ‘shockingly poor’ customer service across the board at their contact centres, Which?…

Customer Experience Foundation ‘Retail CX Report’

The latest report from the Customer Experience Foundation “Retail CX Report” is now available for FREE…

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