Customer Service News

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

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

Outsource Consultants, a leading call center outsourcing advisory firm, hired call center industry veteran Dave LaBatt as the Vice President of Global Sales in March 2017. Dave LaBatt has over 20 years of BPO and call center outsourcing experience and has sold and managed accounts with leading Fortune 500 and mid-sized companies in addition to … Read more

New study examines increasing business value from evolving customer touchpoints. Field Services USA have released their findings from its new report titled “Benchmarking Performance Marketing Adoption within Financial Services Strategies”. As of 2016, field services companies of all sizes are prepared to adopt cutting-edge technologies that increase efficiency, drive product development, and reduce costs associated … Read more

Indian Bank HDFC has launched an artificial intelligence-driven chatbot for customer service called Eva. Eva can answer millions of customer service questions over multiple channels and is thought to be India’s first AI chatbot for the banking industry. The chatbot Analyzes and learns from thousands of sources and is able to provide simple answers on … Read more

For the Co-op Membership team, one award simply isn’t enough! This recognised and high performing call centre team are reaching for the stars with the Buzz resilience training they have completed..

FM Outsource announced the launch of its new Cost Reduction Calculator this week. As specialists in creating bespoke customer experience solutions, FM developed the calculator to help businesses evaluate the savings they can make. This shows businesses it is possible to transform their existing call centre into a contact centre that focuses on other customer … Read more

These are 5 common customer experience mistakes and how to steer clear of them..

The coming year will see a demand for CRM solutions to enable deep personalisation across four key levels..

In 2016, the questions of ownership and business impact of customer experience management are still open. Learn more from the CRM consulting perspective..

The latest results of the Net Happiness Score survey of the MSPA (Mystery Shopping Providers Association) Europe of 43,775 stores show a decline in the quality of employee engagement, with an average score of 31%, compared to 34% last quarter..

The ultimate guide to utilising customer insight, data & analytics to excel at customer experience..

Many organizations are already using live chat to make patients’ lives easier by scheduling appointments, discussing billing issues, or locating essential information quickly and easily. But how do you protect patient privacy?

Bright report reveals how UK industries perform when it comes to customer service..

Failing to provide satisfactory customer service is becoming an increasingly costly mistake for businesses..