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..
The reasons to embrace Customer Experience Management can be various, but the common truth is that businesses now find it hard to resist jumping on the bandwagon too as the age of the customer is finally and irrevocably here..
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..
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..