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..
Customer experience management experts from Google, AT&T, Jumeirah Group, du, Emirates Islamic Bank and more are due to meet at the 2nd Annual Customer Experience Management Middle East this September in Dubai.
By capturing, identifying, and managing complaints across the enterprise, organizations will increase customer satisfaction and mitigate regulatory risks.
Based on rigorous testing of CRM software applications from around the world, ISM has announced the winners of the 2015/16 Top 15 CRM Software Awards.
Some surprising findings have been released from [24]7’s Customer Engagement Index, focused on better illustrating how customers today interact with brands.
According to retail solutions provider, Solutions for Retail Brands (S4RB), a leading supermarket own-brand team is saving an estimated £150,000 a year
marcus evans will host the 3rd Annual Utility Call Center Operational Excellence Conference on September 14-16, 2015 in San Antonio, TX.
Cognito, the field service management solutions company, has appointed Laurent Othacéhé as CEO, as part of a wider organisational restructure intended to position the company for growth. Othacéhé joined Cognito in 2014 as Sales Director, bringing with him more than 20 years’ experience in the field service industry. Prior to that he was CEO of … Read more
Eptica has announced that it has been included in Gartner Inc’s “Magic Quadrant for the CRM Customer Engagement Center (CEC)”. This marks the second consecutive year that Eptica has appeared in this Magic Quadrant. According to Gartner, the Magic Quadrant for the CRM Customer Engagement Center examines the market for global customer service and support … Read more
The Service Desk Institute has announced the appointment of two new auditors and an industry analyst to its Professional Services Team. The appointments are part of a rapid expansion programme in response to growing interest in the SDI’s qualifications, service desk certification programme and consultancy services. Carla Thornley, Auditor and Trainer, has had a successful career … Read more
A real team effort! Winning the Customer Services Award for the fifth time in eight years made it feel right for the whole team to take centre stage at the 2015 Gas Industry Awards Gas customers across Wales & the south west of England can rest assured that Wales & West Utilities puts customer service … Read more
Firstsource Solutions has announced details of its recruitment open day for 300 new full-time jobs in Cardiff, UK.
Confirmit celebrates industry-leading clients for their dedication to customer experience with the 10th annual ACE Awards
A new study by LogMeIn, Inc. and Ovum reveals a significant disconnect between what today’s mobile, always-connected customers have come to expect from customer service and what contact centres are delivering.
The Customer Experience Professionals Association (CXPA) has announced the winners of its 2015 CX Innovation Awards. Crowe Horwath LLP, John Deere, Optum, Sandy Spring Bank, and Western National Insurance Group were the winners and additional finalists were also honored. The awards were presented during the CXPA’s annual Insight Exchange event, which was held at the … Read more
Genesys, a leader in customer experience and contact centre solutions has announced its integration with Skype for Business.
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