CSM Newsdesk

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

Genesys provides the contact centre and customer service technology to help DŵrCymru Welsh Water become the best water company in the UK.

Special report on behavioral cues finds that politeness has an impact on customer satisfaction; overall satisfaction rises 2 points.

Virgin Atlantic hopes to improve its customer care by listening to and engaging with customers on social media using software from Synthesio.

According to a new white paper released by iYogi, customer service as we know is about to change forever.

Carpeo has won the Customer and Staff Care award at the UK’s Wiltshire Business Awards. The company was was praised for its staff motivation, customer management and development and training initiatives. The thriving company, which was a runner up for the same award in 2013, fought off competition from OPED, Richard James estate agents and … Read more

Customer service software firm hit the sales and service grade.

Employees support local Prince’s Trust initiative.

Cloud-based RTSS solution shortlisted in new global awards.

Digital marketers urged to improve online customer feedback.

The latest ‘Workforce Optimisation Technologies forecast’ released by Ovum estimates the spend on quality monitoring (QM) technology to be $141 million across Europe.

‘Putting People First’ published by Professional Planning Forum The 2013 Best Practice Guide – Putting People First – has been published by the Professional Planning Forum. Over 100 pages, packed with case studies, research, thought leadership and supplier listings, this is a year-round resource that contains the very best of the year’s material. Designed for … Read more

iAdvize continues to roll out across Europe. Next stop: the United Kingdom. iAdvize Live ChatiAdvize, the real-time customer service specialist, is launching its live chat and free call-back solutions in the UK. The company was founded in 2010 and is now the leading live chat solution in France with more than 1000 clients throughout Europe. … Read more

Innovative online tool helps measure CEM maturity..

The International Council of Customer Service Organizations (ICCSO) has recognized ADP Employer Services for its professional excellence in customer service..