Customer Service News

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..

Genesys, provider of omnichannel customer experience and contact centre solutions, has announced that it has been accepted as a supplier for the UK Government’s latest G-Cloud framework, G-Cloud 7..

Marks & Spencer has topped a poll to find out to which clothing brand or retailer UK shoppers are most loyal. The high-street stalwart received 12% of all mentions in the free vote..

Telecoms firms and local authority services, such as council tax and housing departments, are among some of the worst ranking sectors in the UK for customer service, according to new research..

The Phone Co-op, based in Chipping Norton and Manchester, UK has won the Best Consumer Facing award at the UK Social Enterprise Awards..

Despite record UK sales of £1.1 billion on Black Friday, British consumers are much less satisfied with retail customer service compared to Christmas 2014..

A 66 per cent increase in sales since 2012 has turbocharged success for vehicle leasing and contract hire broker Synergy Automotive..

Email delivers the fastest and most accurate customer service in US retail, far exceeding social media and other channels, according to new research from multichannel customer engagement software provider Eptica..

Following National Customer Service Week (5-9 October), Red Funnel Ferries is delighted to have been accredited with the national ServiceMark standard from The Institute of Customer Service in recognition of the company’s commitment to, and achievements in, customer service..

Hitachi Capital Consumer Finance (HCCF) is leading the finance industry in using customer feedback to shape both its service and products..

Inspiring business owners to make the customer experience a critical business strategy is at the heart of a new customer-focused advisory group – The Customer Edge..

Thousands of new jobs are expected in the south of the Dutch province of Limburg in the coming three years..