Customer Service News

Latest data by B-Stock, a leading online secondary marketplace, showed that toys, speciality kitchen items, tools and women’s trendy apparel are the most returned items. The number of products being sent back on National Returns Day (2nd January) were expected to be 72% higher than the average day in December according to the Royal Mail. … Read more

With card fraud and identify theft continuing to hit the headlines, Jason Roos, CEO of Cirrus, discusses how call centres can navigate the options..

AirAsia is closing its voice call centers and replacing them with an artificial intelligence powered chatbot called Ava..

Poly have announced the additions of the EncorePro 300 headset and MDA 500QD series audio processor to its portfolio of devices for the modern-day contact center..

Info-Tech Research Group’s division Software Reviews recently conducted a study of more than 500 IT professionals regarding their preferred CSM vendors..

Bill Wilson (holding the award) and the Severn Trent digital team, picking up gold at the 2019 European Contact Centre and Customer Service Awards on Wednesday 27 November, hosted by Fiona Bruce (Far right) and special guest Frank Bruno (far left). Severn Trent was recognised for ‘delivering exceptional customer service’ at an awards ceremony in … Read more

Subscan UDS, the utility, drainage, and survey company, has implemented a high tech mobile workforce system from company BigChange..

Nemesysco’s voice analytics solutions are improving customer journey and sales performance in call centers across Japan..

Join this interactive discussion featuring customer service leaders from the Boston Red Sox, HP, Intuit and UL on a review of 2019 and what is coming next in 2020..

The North of England’s gas distributor, Northern Gas Networks (NGN), scooped three awards at this year’s International Customer Experience Awards, in recognition of its world-class standards for customer service and cultural transformation. NGN beat stiff competition to win Gold for Business Change or Transformation, Silver for Customer-Centric Culture – Transformation and Bronze for the Best … Read more

Leading housebuilder Redrow was awarded the highly coveted Social Customer Service Team of the Year title at the 2019 UKCCF Awards. The annual awards, held by the UK Contact Centre Forum (UKCCF), aim to recognise individuals, teams and company best practice amongst the 6,000+ contact centres based across the UK, rewarding innovation, teamwork, employee engagement, … Read more

Ever wondered how you can use AI to improve engagement and satisfaction? Or maybe you’d love to gain more insights into your customers’ behavior? Learn more..

B2B customer support software provider cites company growth driven by year-over-year increases in multi-year customer agreements and larger deal values..

Axis Group has successfully achieved the ServiceMark Accreditation from The Institute of Customer Service..

A quick look at the internet and you’ll see chatbots are trending right now. These AI-powered apps are making great strides in providing solutions for enhancing the customer experience. One such chatbot solution is being developed for the healthcare market by a company called TNH Health. And investors are showing interest; Valor Capital Group has … Read more

New survey on customer service automation reveals 83% of consumers are willing to make messaging their primary means of contacting customer support. Helpshift, the company revolutionizing customer service through its intelligent digital-first platform, has released new data revealing consumer sentiment about chatbots and automation in customer service. The study also zeroes in on opinions on … Read more

Poor performance and focus on social media damages trust and risks future revenues..

Join the experts who will discuss real-time communications, customer expectations and the changes that are to come..

Join Localz first Innovation Breakfast! Guest speaker is Claire Rowland, author of Designing Connected Products: UX for the Consumer Internet of Things..