CSM Newsdesk

Virgin Care’s Customer Services Team, which oversees complaints and queries on behalf of more than 200 NHS services across England, has been shortlisted for a Patient Experience Network award for having centralised the company’s customer services function into one system..

PPL Electric Utilities’ proactive outage alerts, introduced last year to better inform customers and improve service, have been honored in a major industry awards competition..

Research suggests that service providers are not doing enough to listen to and understand the needs of their customers..

A new study from CV-Library reveals how customer service employees believe ‘workplace perks’ are pointless and that most would rather bank the money..

Verint Systems Inc. has announced that it has been named a 2015 CX Impact Award winner..

NewVoiceMedia has been named a finalist in the B2B Customer Excellence, Best SaaS and Cloud CRM Solution of the Year categories of the 2015-16 Cloud Awards Program..

Twelve organisations have been shortlisted to win the 2016 Customer Contact Innovation Awards. The winners will be announced at the Gala dinner on April 26th at the close of the annual Customer Strategy & Planning conference organised by The Forum..

CGS has announced the acquisition of Mas Cerca Contact Center, the Chile-based business process outsourcing (BPO) provider..

Study Reveals Brands are failing at personalization, causing customer experience to suffer and demonstrating need for contextualized experiences..

A new report reveals that 47% of consumers who called their telecoms supplier in the past year would have preferred other means of assistance but fell back on the traditional call center for a score of reasons..

Connecticut Water uses Verisae’s mobile platform to power its ‘Be Sure Before You Open the Door’ program..

Intelecom Group AS has announced the latest enhancements and new features of its multi-channel cloud-based contact centre solution..

Confirmit has partnered with Emotient, the leader in emotion detection and sentiment analysis technology based on facial expressions, to deliver greater insight to Market Research (MR) organisations and Voice of the Customer (VoC) programmes..

SDL has announced that Blackboard, a leading education technology company, has improved its global web presence with SDL Web and SDL BeGlobal, two key components of the SDL Customer Experience Cloud..

Training and retaining good staff, and understanding, setting and managing customer expectations are among the top challenges facing customer service professionals according to a survey by ASQ, the world’s leading authority on quality..

Genesys, provider of omnichannel customer experience and contact centre solutions, has announced that it has been accepted as a supplier for the UK Government’s latest G-Cloud framework, G-Cloud 7..

Marks & Spencer has topped a poll to find out to which clothing brand or retailer UK shoppers are most loyal. The high-street stalwart received 12% of all mentions in the free vote..

Telecoms firms and local authority services, such as council tax and housing departments, are among some of the worst ranking sectors in the UK for customer service, according to new research..