CSM Newsdesk 
Cognito, the field service management solutions company, has appointed Laurent Othacéhé as CEO, as part of a wider organisational restructure intended to position the company for growth. Othacéhé joined Cognito in 2014 as Sales Director, bringing with him more than 20 years’ experience in the field service industry. Prior to that he was CEO of … Read more
Eptica has announced that it has been included in Gartner Inc’s “Magic Quadrant for the CRM Customer Engagement Center (CEC)”. This marks the second consecutive year that Eptica has appeared in this Magic Quadrant. According to Gartner, the Magic Quadrant for the CRM Customer Engagement Center examines the market for global customer service and support … Read more
The Service Desk Institute has announced the appointment of two new auditors and an industry analyst to its Professional Services Team. The appointments are part of a rapid expansion programme in response to growing interest in the SDI’s qualifications, service desk certification programme and consultancy services. Carla Thornley, Auditor and Trainer, has had a successful career … Read more
A real team effort! Winning the Customer Services Award for the fifth time in eight years made it feel right for the whole team to take centre stage at the 2015 Gas Industry Awards Gas customers across Wales & the south west of England can rest assured that Wales & West Utilities puts customer service … Read more
Firstsource Solutions has announced details of its recruitment open day for 300 new full-time jobs in Cardiff, UK.
Confirmit celebrates industry-leading clients for their dedication to customer experience with the 10th annual ACE Awards
A new study by LogMeIn, Inc. and Ovum reveals a significant disconnect between what today’s mobile, always-connected customers have come to expect from customer service and what contact centres are delivering.
The Customer Experience Professionals Association (CXPA) has announced the winners of its 2015 CX Innovation Awards. Crowe Horwath LLP, John Deere, Optum, Sandy Spring Bank, and Western National Insurance Group were the winners and additional finalists were also honored. The awards were presented during the CXPA’s annual Insight Exchange event, which was held at the … Read more
Genesys, a leader in customer experience and contact centre solutions has announced its integration with Skype for Business.
In response to the Financial Conduct Authority’s Consultation Paper on Improving Complaints Handling [CP14/30], Aptean – a leading provider of customer complaints handling software in the Financial Services sector – has conducted a user group with industry representatives to gauge their thoughts on its pending implementation. Here, Duane George, Respond Product Director at Aptean, discusses … Read more
Despite the increased use of new technologies intended to improve customer service, poor customer service is the primary reason that consumers switch service providers. Nearly half (49 percent) of the more than 2000 U.S. and U.K. consumers surveyed by Accenture said poor service led them to change service providers in at least one industry in … Read more
When a good customer suddenly becomes an ex-customer, the cries of dismay in many banks are loud: How could something like this happen? In most cases, there are warning signs – but the task of automatically spotting them so far been virtually impossible..
Research finds web best channel for retail customer service. Despite significant investment in digital channels, UK retailers are still only answering just over half (55%) of routine customer questions asked via the email, Twitter and web channels. According to the 2015 Eptica Multichannel Customer Experience Study email performance has worsened considerably in retail since 2014, … Read more
New Freshdesk survey shows 75% of respondents have personally ended relationships with a company due to poor customer support.
It now seems that the preferred channel for customer service is email – the landline phone has seen a huge 53% decrease in popularity.
According to research by BT, ‘web chat is climbing the ladder of customer channel preference’ and rapidly contributing to customer satisfaction, employee productivity and cost-reduction for contact center operators.
New resources unveiled to help customers this winter.
Kent based car insurance company wins place in all four categories. Chaucer Direct has secured a place at the Top 50 Companies for Customer Service awards. The Kent based car insurance company won a place in all four categories: phone, e-mail, social media and online chat. Chaucer Direct is one of only 5 companies in … Read more
