As we celebrate National Customer Service Week, it is the perfect time for senior management to focus on the area and re-evaluate their customer service strategy.
Consumers expect the same high levels of service from every company in any sector. This means that any business in almost any industry can learn from service-oriented sectors such as restaurants and hospitality, especially from Fred Sirieix’s 10 Golden Rules of Service.
Digital channels are now a vital part of the customer relationship, across every sector. Now, more than ever, it is essential that UK brands provide the right levels of service on them. We evaluated how they are doing…
Customer expectations are continually rising – particularly when it comes to the service they receive from businesses and the channels they use. We looked at the impact of demographics on customer service channel choice…
Given the current coronavirus pandemic, many employees across the world are now working from home, often for the very first time. How can businesses support them effectively using technology, especially video connectivity? To find out, read the latest post on our parent company Enghouse Interactive's blog...
The recent Institute of Customer Service Conference provided the perfect opportunity to bring the industry together to share best practice, highlight strengths and look to the future. The event’s theme “Reflect, Refocus, Reignite” perfectly summed up what companies and organisations really need to do during these challenging times, as our report explains....
The number of channels available to consumers has skyrocketed with the telephone, email and the web joined by the likes of chat and social media. But which channels do consumers want to use – and what are their expectations in terms of speed? Our latest research gives more insight into channel choice…
Customer satisfaction in the UK is getting worse, according to the latest Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI). Why are brands slipping back and what do they need to put in place to meet rising customer expectations?
Having rung in not just another new year, but also a new decade, now is the perfect time to review how customer experience and Voice of the Customer evolved in 2019, what the key topics were, and how they are likely to develop in 2020. We’ve looked through all our posts from last year and have picked a top 10 to start off 2020.
Christmas is nearly upon us and children all around the world are eagerly awaiting the sound of sleigh bells and the arrival of Father Christmas with his sacks of presents. What can hard-working customer service teams learn from Santa Claus this festive season?