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..
In response to the Financial Conduct Authority’s Consultation Paper on Improving Complaints Handling [CP14/30], Aptean – a leading provider of customer complaints handling software in the Financial Services sector – has conducted a user group with industry representatives to gauge their thoughts on its pending implementation. Here, Duane George, Respond Product Director at Aptean, discusses … Read more
Despite the increased use of new technologies intended to improve customer service, poor customer service is the primary reason that consumers switch service providers. Nearly half (49 percent) of the more than 2000 U.S. and U.K. consumers surveyed by Accenture said poor service led them to change service providers in at least one industry in … Read more
When a good customer suddenly becomes an ex-customer, the cries of dismay in many banks are loud: How could something like this happen? In most cases, there are warning signs – but the task of automatically spotting them so far been virtually impossible..
Research finds web best channel for retail customer service. Despite significant investment in digital channels, UK retailers are still only answering just over half (55%) of routine customer questions asked via the email, Twitter and web channels. According to the 2015 Eptica Multichannel Customer Experience Study email performance has worsened considerably in retail since 2014, … Read more
In the City of Fort Collins, the Recreation department has recognized that customer service is a top priority. The City of Fort Collins Recreation department has announced that it is on a mission “to provide world-class recreation services that inspire living healthy and engaged lives”. It says that is committed to improving all aspects of … Read more
New Freshdesk survey shows 75% of respondents have personally ended relationships with a company due to poor customer support.
It now seems that the preferred channel for customer service is email – the landline phone has seen a huge 53% decrease in popularity.
According to research by BT, ‘web chat is climbing the ladder of customer channel preference’ and rapidly contributing to customer satisfaction, employee productivity and cost-reduction for contact center operators.
New resources unveiled to help customers this winter.
Kent based car insurance company wins place in all four categories. Chaucer Direct has secured a place at the Top 50 Companies for Customer Service awards. The Kent based car insurance company won a place in all four categories: phone, e-mail, social media and online chat. Chaucer Direct is one of only 5 companies in … Read more
Genesys provides the contact centre and customer service technology to help DŵrCymru Welsh Water become the best water company in the UK.
Special report on behavioral cues finds that politeness has an impact on customer satisfaction; overall satisfaction rises 2 points.
Virgin Atlantic hopes to improve its customer care by listening to and engaging with customers on social media using software from Synthesio.
According to a new white paper released by iYogi, customer service as we know is about to change forever.
Carpeo has won the Customer and Staff Care award at the UK’s Wiltshire Business Awards. The company was was praised for its staff motivation, customer management and development and training initiatives. The thriving company, which was a runner up for the same award in 2013, fought off competition from OPED, Richard James estate agents and … Read more
Customer service software firm hit the sales and service grade.
Employees support local Prince’s Trust initiative.
