Customer Service News

CRM consulting practitioners rethink short-sighted marketing concepts to prove that holistic customer experience management goes beyond any single channel..

Is technology the monster it’s made out to be, or does it actually have a positive impact on business communication? We think it’s the latter…

The internet is no more a mere source of information or a gateway to social media networks. Its role has become much more complex. Now it can be perceived as a crowdfunding hub and a cradle for international projects and business. Hence, players willing to deepen their footprint in the marketplace go online. The healthcare … Read more

Every business has to face up to the fact its employees will get sick. You employ human beings, not robots, and they are susceptible to getting ill..

Børge Astrup, managing director of Intelecom Contact Centre Division explains how the latest contact centre technology is revolutionising the travel industry with a new form of ‘reality’ tourism in the cloud..

Customer service is important for every business, but even more so when you are just starting out. Here are five reasons why your customer service is so important if you are a start up..

The time has come to gain industry-wide recognition of your commitment to customer service by entering this year’s Customer Service of the Year awards. The awards celebrate companies that go the extra mile for their customers, recognising organisations that put customer service at the heart of their business. In addition to the opportunity of winning … Read more

Agilisys has released the findings of its first UK Contact Centre Quality Monitoring Survey, a study into how organisations approach quality monitoring and the tools and technologies they use to measure customer experience..

In this case study we look at how the combination of technology and a great customer/supplier relationship can bring success to a business in a competitive environment..

What is Field Service USA? Innovation. Progression. That’s Field Service. Field Service is your one-stop shop for all things service and support; an event where inspiration meets innovation; socializing meets ROI..

Howard Williams, marketing director of Parker Software, looks at the value of personalising digital engagement with customers..

Despite its importance to consumers, email is falling behind social media when it comes to customer service, with UK brands answering just 38% of emailed questions, according to a new study..

Poor customer experience is costing UK brands at least £234 billion a year, as customers abandon online purchases in frustration and take their business elsewhere, according to new research from cloud-based contact centre solution provider Magnetic North..

According to a new report, the practice of Revenue Lifecycle Management—a prescriptive, systemic approach to maximizing revenue throughout the lifetime of the customer relationship—correlates directly with positive measures of corporate performance such as greater overall revenue growth, revenue expansion from existing customers and higher customer renewal rates..

Retailers that are failing to prioritize the importance of the customer journey in their quest to build consumer loyalty risk giving their competitors an advantage..

Virgin Care’s Customer Services Team, which oversees complaints and queries on behalf of more than 200 NHS services across England, has been shortlisted for a Patient Experience Network award for having centralised the company’s customer services function into one system..

PPL Electric Utilities’ proactive outage alerts, introduced last year to better inform customers and improve service, have been honored in a major industry awards competition..