Contact Center Trends and Predictions 2018
Mandy Holford, director of customer service at leading contact center Echo-U, has highlighted the major trends shaping the industry in 2018..
Customer Service News
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..
Gas Utility Customer Satisfaction Reaches All-Time High
Gas utility business customer satisfaction scores have reached their highest levels ever, as measured in the J.D. Power 2017 Gas Utility Business Customer Satisfaction Study, SM. With an overall satisfaction score of 792 (on a 1,000-point scale), gas utility business customers are now the most satisfied among all utility customers surveyed by J.D. Power. “Gas … Read more
Customer Experience and Omnichannel are Top Priorities for Banks in 2018
Building stronger customer experiences and unifying their digital and traditional channels will be a top priority for bankers in 2018, according to Computer Services, Inc.’s annual Banking Priorities Executive Report. Nearly half of the respondents (48 percent) plan to increase spending on customer experience initiatives in 2018, with the same percentage indicating that reaching new … Read more
Social Media Emerges as Wireless Customer Service Channel of Choice
Could social media be realizing its true calling as the ultimate customer service channel?
Global Report Reveals Customer Engagement Opportunities for Utilities
A global study of 20,000 utility customers across 20 countries by Homeserve reveals the latest challenges and opportunities for Utility Providers..
Burger King Offers a Restaurant to It’s Biggest Fan
For Christmas, Burger King France decided to surprise their biggest Facebook fan by offering him the biggest gift ever..
What Representatives Wish Customers Knew Before Calling In
More than 1,200 Arvato customer service representatives share tips, insights to help customers when reaching out to contact centers..
2018 Customer Contact Innovation Awards Shortlist Announced
Eleven organizations have been shortlisted to win the 2018 Customer Contact Innovation Awards..
Allianz Global Assistance Recognized for Customer Experience Excellence
Allianz Global Assistance USA has been named a winner in the sixth annual Customer Experience Excellence Awards. The annual awards program, managed by Temkin Group, recognizes companies that are being innovative in their efforts to become more customer-centric. Allianz Global Assistance was recognized for its innovative program to map and review its customers’ journey with … Read more
Gen Z Rely on the Internet Primarily for Social Media and Entertainment
A new, national study commissioned by WP Engine and conducted by the Centre for Generational Kinetics explores the mindset, preferences, and expectations of Generation Z, Millennials, Generation X and Baby Boomers for their current and future digital experiences. “The Future of Digital Experiences” study, which surveyed 1,005 people in the EU ages 14 – 59, … Read more
Get Ready for Customer Contact Week 2018!
The largest global customer contact series is coming to Glasgow!
New Report Reveals Online Shoppers are Happy Shoppers
Online retailers are definitely getting it right in the UK according to the latest consumer research from global customer experience expert, Webhelp..
IQPC Exchange Launches The Future of Customer Contact Report
The brand new report THE FUTURE OF CUSTOMER CONTACT REPORT: Automation, Self-Service & the New Agent has been just released by the editorial team at the Executive Customer Contact Exchange, BFSI featuring interviews and articles from leaders that are facing customer service challenges such as: Chief Executive Office, Atom Bank Head of Operations , AXA … Read more
Building Customer Trust – with the Citizen at the Heart of the GDPR Experience
Unless you have been living under a rock, you can’t have failed to notice the GDPR compliance deadline is looming..
Call & Contact Expo 2018 – Grab Your Free Ticket!
Thousands of call centre, customer contact and telemarketing professionals will flock to London’s ExCeL in March to get a glimpse at the future of the industries. Taking place on the 21st and 22nd, Call & Contact Centre Expo is an informative and captivating exhibition and conference designed to showcase the latest and most effective developments … Read more
How E-Commerce Businesses Can Thrive Amidst a Retail Crisis
Online shopping rates have never been higher as consumers continue to abandon traditional brick and mortars in favor of online e-tailers. The current retail crisis has created a real demand for speed, convenience and optimization in e-commerce, and in response, retailers are increasingly leveraging tech capabilities to create new ways to engage with consumers and … Read more
Would You Like Manners with That?
A phone call from entrepreneur and customer service guru Kym Illman to his airline carrier recently ended in him providing the unwitting call centre staff member with some on-the-spot training in phone skills..
The State of Customer Experience 2017 – Report
Over 88% of organisations expect digital customer interactions to overtake voice by 2020 or sooner and 92% say customer experience can be linked to revenue, but just 29% are confident they can deliver a seamless customer experience across multiple channels, according to a new report, State of Customer Experience 2017 from West. Drawing on qualitative … Read more
LEGO Customer Service Rep Gives Awesome Response to Distraught 7-Year Old
We all know how kids love Lego and 7-year-old Luka is no exception. In fact Luka loves LEGO so much he spent all of his Christmas money on the new Ninjago Ultrasonic Raider set. Imagine his dismay when he lost one of his favorite Raiders, Jay ZX at the grocery store—especially after not listening to … Read more