The latest news for the customer service industry. CSM brings you industry news, views and opinion that keeps you up to date in the world of customer service management and experience..
Trade unionism continues to play a vital role in the modern employment landscape, but globalisation, automation, and flexible employment all pose risks in the future. How should the movement respond?
Clutch have surveyed 501 people who called a business more than three times in the past six months to learn what they expect from telephone customer service..
LiveChat has published the results of their fourth annual Customer Service Report..
Effective complaints handling is essential for fostering customer loyalty new research by resourcing and complaints handling specialists at Huntswood has revealed. When asked, almost two thirds (62%) of utilities customers said that poor customer service is enough to make them switch to another provider, while 80% would also let a negative experience change their overall … Read more
For the second year running, PCI Pal, the specialist provider of secure payment solutions for contact centres, has been presented with an award at the PCI 2019 Awards for Excellence..
Explain Market Research, one of the UK’s leading customer insight agencies, has explored how companies turn customers into fans, and banks came out on top. The insights were discovered at an intensive five-day sprint during this summer’s NWG Innovation Festival, where design sprint members established that companies needto create a deeper connection based on shared values … Read more
TEN DIGIT’s DC BRIDGE® customers will be authenticated by keystroke, facial liveness, and voice biometrics, offering seamless user experience across the customer communication lifecycle..
New research has shed fresh light onto the way customers prefer to receive correspondence from their suppliers..
Eight-in-ten UK consumers (80%) plan to avoid stores on Black Friday this year, according to research by Genesys..
Carl Grieves, Managing Director at Silverbear looks at the latest digital trends in the membership sector..
Axis Group, one of the UK’s fastest growing security, cleaning, front-of-house and support services organisations, hosted an Institute of Customer Service CEO breakfast briefing during October’s National Customer Service Week..
Recent research by YouGov for Pegasystems reveals some interesting insight into how businesses can drive consumer satisfaction through customer service..
Companies in Europe are enhancing always-on, omnichannel customer service as more and more consumers embrace AI-driven experiences..
In a recent interview with CX Network, Phil Lewis, Managing Director, Corporate Punk and Sherrie Simmons, COO, In STEPPS outlined the necessary steps that need to be taken to fully prepare an organisation for AI..
Colin Hay at Puzzel met up with Tony Smith at PCI Pal to discuss how to make compliance and customer experience the perfect match. Here are their thoughts and 3 ways to de-scope your contact centre.
May was a great month for entrepreneur and photographer Kym Illman. He was trackside as Perth-born Daniel Ricciardo dominated the Monaco Grand Prix, capturing some super sharp images of the drivers and the celebrities in the huge and colourful crowd. Daniel Ricciardo dominated the Monaco Grand Prix As Illman, and anyone following the F1 calendar … Read more
Global Field Service leaders meet to share service and support best practices this August 27th-29th at beautiful island resort in Florida..
The annual Incite Group State of Customer Service Survey will give you in-depth insights from 500+ respondents on the key issues and opportunities your peers see in 2018, and new statistics to benchmark against..
Join Mary McCarthy, EMEA Customer Service Director at Microsoft and Philip Purdy, Head, Customer and Client Services Europe at Travelzoo as they deliver 45 minutes of customer service insights, Q&A and best practice..