Increased Use of Sorry Indicators of Poor Customer Service
Special Report on Behavioural Cues Finds that Politeness Has an Impact on Customer Satisfaction; Overall Global Satisfaction Rises 2 Points…
Customer Service
Sainsbury’s Bank secure new contact centre location
Sainsbury’s Bank have announced that they will move to a new office complex which will house their contact centre operation…
First Utility invests £10m in customer service
First Utility has invested more than £10m to improve its customer service offering. As part of the investment, the firm…
4 Key Ways To Improve Customer Service
What is efficient for the contact centre is efficient for the customer. The paradigm shift is to start with the…
Banks Must Encourage More Vocal Customers to Avoid the Big Switch
Many consumers don’t communicate with their banks, because they don’t feel they are being heard. Meanwhile, a UK research study…
New channels are changing customer service
Veronica’s recent blog mentioned that the customer service industry has moved on from a focus on contact centres or how to…
UK Businesses Losing Over a Third of Customers Due to Poor Service
Service issues costing consumers nearly GBP15 billion a year As a result of poor customer service, over two-thirds (69%) of…
HomeServe Customers are being encouraged to Rant & Rave
Customers contacting HomeServe, one of the UK’s leading Home Assistance providers, are being encouraged to ‘Rant & Rave’ about the…
Research Shows Link Between Customer Service and Revenue Still Overlooked By UK
Contact Centre Association Research for KANA Suggests Only 40 Percent of Senior Managers Focused on Improving Customer Service Research commissioned…
Bright UK launches new Voice of Customer analytics features
“Like speech analytics but at a fraction of the cost” Bright announces new features to its product Bright Navigator, giving…
Which? Report focus on Energy Company’s waiting times
How does your contact centre compare? Need to ring your energy provider? Then be prepared to wait, as it’s more…
Keep customer effort to a minimum to reduce complaints
Banks and insurance companies are breaking records for the worst customer service according to new figures published by the Financial…
The desk is dead! Long live the desk!
Rise of mobile devices is adding to workplace pressure, but the office remains King when it comes to productivity Over…
Why customers might not trust Paym…yet
Customer experience experts welcome easy mobile payments but say banks’ attitude to security may be exposed The government-backed, cross-industry mobile…
E.ON leading the way in youth recruitment programmes and customer service
E.ON has announced it is to pilot a Customer Service Apprenticeship scheme, helping to support the UK’s youth unemployment agenda…
Company Culture is Holding Back the Connected Business, not Technology
Enghouse Interactive survey reveals culture and structure is inhibiting the growth of connected businesses, despite most organisations going social Three-quarters…
What Do Customers Actually Want From Contact Centres?
What Do Customers Actually Want From Contact Centres? The world is changing, people seem busier than ever before and are…
Energy firms fizzle rather than burn bright when it comes to customer service
New research finds ‘mediocre’ utilities industry not doing enough to offset rising prices against consumer expectation UK consumers are finding…
Scottish Friendly Assurance launch web self-service with Synthetix
Scottish Friendly, one of the largest mutual societies in the UK and winner of the Financial Services Company of the…