United Utilities’ Service Recovery Team Wins Awards Hat-Trick
United Utilities’ service recovery team won the treble at The UK Complaint Handling Awards 2019 in March..
Webinar: Empower Your Customer Support Workforce in 2019
In this free webinar, Incite Group have gathered together leading executives to share their advice on how they are building exceptional customer support teams..
Create the Love…Talk to Your Customers
Why wouldn’t you love your customers? They’re keeping you in business. It’s up to you to set the stage for some powerful long-term successful relationships by simply… showing some love..
Wagamama is King of Customer Satisfaction
A survey of customer experience in the UK’s casual dining restaurants has found that Wagamama leads the way in many key metrics..
What Companies Get Wrong About the Customer Experience
Your customers are the ones that shape your growth, define your offerings, and pay the bills. But are you getting the customer experience wrong?
Customer Service: Doing the Right Thing
When it comes to taking care of customers, sometimes people go a little further than expected. Shep Hyken reveals how a taxi driver went the extra mile..
Get the Right People on Your Customer Experience Team
Successful teams are made up of the right people. This is true in sports and it is true in customer experience work. Learn what makes a great CX team..
New Year, New Rules of Customer Engagement
With channel options growing, learn how businesses are continuing to provide service experiences that are unified, consistent and compelling..
The Future of Trade Unions – Treat Your Members Like Customers
Trade unionism continues to play a vital role in the modern employment landscape, but globalisation, automation, and flexible employment all pose risks in the future. How should the movement respond?
New Data Shows What Customers Hate When Calling Businesses
Clutch have surveyed 501 people who called a business more than three times in the past six months to learn what they expect from telephone customer service..
Customer Service Management: It’s Time to Change the Metrics
It’s time to end the outdated focus on AHT and create a new culture that embeds quality, satisfaction, loyalty and advocacy metrics within contact center performance..
4 Reasons Why Call Tracking is Crucial to Your Customer Service Targets
Customers have higher expectations for customer service compared to one year ago which has left many organizations reviewing their operations to meet targets..
Inspire Your Employees by Treating Them Like Customers
Organizations that understand the critical role employees play truly understand “customer experience”. Inspired employees deliver unforgettable experiences for customers..
Companies Struggle to Keep Their Customers Happy
LiveChat has published the results of their fourth annual Customer Service Report..
New Customer Research Reveals Low Complaints Handling Performance at Energy and Water Suppliers
Effective complaints handling is essential for fostering customer loyalty new research by resourcing and complaints handling specialists at Huntswood has revealed. When asked, almost two thirds (62%) of utilities customers said that poor customer service is enough to make them switch to another provider, while 80% would also let a negative experience change their overall … Read more
PCI Pal Honoured at the PCI 2019 Awards for Excellence for Second Consecutive Year
For the second year running, PCI Pal, the specialist provider of secure payment solutions for contact centres, has been presented with an award at the PCI 2019 Awards for Excellence..
Are You a Customer Experience Disruptor?
Knowing you need to transform your Customer Experience and actually changing it are two entirely different things. Are you ready to be a CX disruptor?
Reduce Effort to Improve Customer Experiences
According to Forrester Research some 77% of U.S. adults say that valuing their time is the most important thing a company can do to provide them with good service..
CX and Contact Centers: What Will Change in 2019?
In 2018 it was predicted that chatbots would be controlling the customer experience. This prediction missed one critical factor: the customer. With this in mind, here are 10 top trends for contact centers in 2019..