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..
Taiwan is a global hub of technological products, and since people there lead busy lives, “24-hour service” is emerging as a new culture, according to Sinyi Realty, a real estate company in Taiwan. According to a survey conducted by Sinyi, since its 24-hour online service launched, even in the late night or early morning, there … Read more
InfoStreet’s flagship CRM software gets an upgrade. InfoStreet Inc. this week announces that their flagship software, StreetSmart is receiving an upgrade to its Address Book application. The new upgrade, called Address Book 4.0 is due in large part to client demand for a highly-scaled back CRM system. In addition, users continue to have the freedom … Read more
NICE SmartCenter suite helps American Airlines respond quickly..
Customer Service Improvements Result in Increased Satisfaction. IRIS Accountancy Practice Solutions (APS) today announced that the results of its new customer satisfaction survey saw a 60 percent improvement in 2009. The company’s Net Promoter Score (NPS), an internationally recognised methodology that measures customer satisfaction and company performance, leapt from 29 points in April 2009 to … Read more
The ninth annual National Customer Service Awards took place at the Grosvenor House Hotel in London, England. The atmosphere was electric! Given the current economic climate and all the doom and gloom surrounding the credit crunch, the Customer Service Awards 2008 were a great opportunity to boost morale and recognise the positive achievements within the … Read more
J.D. Power and Associates has recognized AmerenUE for customer satisfaction excellence as part of its Certified Call Center Program..
American Express has come top of the list of credit card companies that gave the greatest satisfaction to customers..
Following a year of falling ratings, the American Customer Satisfaction Index (ACSI) has made its first gain in a year..
According to a University of Michigan report, customer satisfaction with U.S. airlines has dropped to its lowest level since 2001..
A new national study conducted by the Gantry Group LLC, Linking Customer Satisfaction & Compensation, reveals that 92% of providers of technology solutions and technology-based services have active or planned initiatives in place to align customer satisfaction metrics to employee compensation. The primary objectives for companies implementing customer-centric compensation programs are to align employee behavior … Read more
Research from the Professional Planning Forum shows that only 11% of centres use advance routing options with a tactical or strategic approach. While 76% of Call Centre Resource Planners believe they have a fair or good understanding of routing options, only 37% of respondents (approximately 1 in 3) felt that they were even close to fully using … Read more
Certegy have announced it will close its Middleton call center. The closure comes after a recent merged with Fidelity National Financial, Inc. 350 Certegy employees located in Middleton, will either lose their job or be offered work elsewhere. Certegy, now FNIS provides credit card, debit card and merchant card processing for more than 4,000 credit … Read more
