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…
Special Report on Behavioural Cues Finds that Politeness Has an Impact on Customer Satisfaction; Overall Global Satisfaction Rises 2 Points…
Sainsbury’s Bank have announced that they will move to a new office complex which will house their contact centre operation…
First Utility has invested more than £10m to improve its customer service offering. As part of the investment, the firm…
What is efficient for the contact centre is efficient for the customer. The paradigm shift is to start with the…
Many consumers don’t communicate with their banks, because they don’t feel they are being heard. Meanwhile, a UK research study…
Veronica’s recent blog mentioned that the customer service industry has moved on from a focus on contact centres or how to…
Service issues costing consumers nearly GBP15 billion a year As a result of poor customer service, over two-thirds (69%) of…
Customers contacting HomeServe, one of the UK’s leading Home Assistance providers, are being encouraged to ‘Rant & Rave’ about the…
Contact Centre Association Research for KANA Suggests Only 40 Percent of Senior Managers Focused on Improving Customer Service Research commissioned…
“Like speech analytics but at a fraction of the cost” Bright announces new features to its product Bright Navigator, giving…
How does your contact centre compare? Need to ring your energy provider? Then be prepared to wait, as it’s more…
Banks and insurance companies are breaking records for the worst customer service according to new figures published by the Financial…
Rise of mobile devices is adding to workplace pressure, but the office remains King when it comes to productivity Over…
Customer experience experts welcome easy mobile payments but say banks’ attitude to security may be exposed The government-backed, cross-industry mobile…
E.ON has announced it is to pilot a Customer Service Apprenticeship scheme, helping to support the UK’s youth unemployment agenda…
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? The world is changing, people seem busier than ever before and are…
New research finds ‘mediocre’ utilities industry not doing enough to offset rising prices against consumer expectation UK consumers are finding…
Scottish Friendly, one of the largest mutual societies in the UK and winner of the Financial Services Company of the…