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..
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..
Research suggests that service providers are not doing enough to listen to and understand the needs of their customers..
A new study from CV-Library reveals how customer service employees believe ‘workplace perks’ are pointless and that most would rather bank the money..
Verint Systems Inc. has announced that it has been named a 2015 CX Impact Award winner..
NewVoiceMedia has been named a finalist in the B2B Customer Excellence, Best SaaS and Cloud CRM Solution of the Year categories of the 2015-16 Cloud Awards Program..
Twelve organisations have been shortlisted to win the 2016 Customer Contact Innovation Awards. The winners will be announced at the Gala dinner on April 26th at the close of the annual Customer Strategy & Planning conference organised by The Forum..
CGS has announced the acquisition of Mas Cerca Contact Center, the Chile-based business process outsourcing (BPO) provider..
Study Reveals Brands are failing at personalization, causing customer experience to suffer and demonstrating need for contextualized experiences..
A new report reveals that 47% of consumers who called their telecoms supplier in the past year would have preferred other means of assistance but fell back on the traditional call center for a score of reasons..
Connecticut Water uses Verisae’s mobile platform to power its ‘Be Sure Before You Open the Door’ program..
Intelecom Group AS has announced the latest enhancements and new features of its multi-channel cloud-based contact centre solution..
Confirmit has partnered with Emotient, the leader in emotion detection and sentiment analysis technology based on facial expressions, to deliver greater insight to Market Research (MR) organisations and Voice of the Customer (VoC) programmes..
SDL has announced that Blackboard, a leading education technology company, has improved its global web presence with SDL Web and SDL BeGlobal, two key components of the SDL Customer Experience Cloud..
Training and retaining good staff, and understanding, setting and managing customer expectations are among the top challenges facing customer service professionals according to a survey by ASQ, the world’s leading authority on quality..