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..
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..
Customer solutions company, Grass Roots Meetings & Events has been named number 52 of the Crain’s Best Places to Work in New York City..
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..
Fast growing digital transformation partner Agilisys will host a week of celebrations to raise awareness of customer service and the vital role it plays in successful business practice..
Meineke will present a fascinating session titled “Delivering High Performance, Personalized Brand Experiences to Customers,” at the 5th annual Engagement & Experience Expo..
Martin Ellingham discusses the impact of the Financial Conduct Authority’s (FCA) Complaints Handling Policy Statement PS15/19 on financial services businesses..
Customer contact center managers want to keep engagement costs down, which often means live agents spending as little time on the phone by deflecting as many customers as possible..
Sometimes customer service teams go far beyond the call of duty to delight their customers. One such team is the Guest Services team at the South Florida Science Center..
Despite a massive growth in job vacancies, the customer service industry faces reduced candidate choice.