In the pursuit of exceptional service, we should resist the urge to relax financial controls.

‘Putting People First’ published by Professional Planning Forum The 2013 Best Practice Guide – Putting People First – has been published by the Professional Planning Forum. Over 100 pages, packed with case studies, research, thought leadership and supplier listings, this is a year-round resource that contains the very best of the year’s material. Designed for [...]

Richard McCrossan takes a look at how business rules can transform any customer service operation by keeping the business in control..

Getting into the customer service industry after school or college or even after a spell away from the workplace can be a daunting prospect..

Are some customers better than others? How do you attract customers you want and deflect those you don’t?

How setting up a Customer Effort Index can radically increase Top-Line Revenue..

The low costs and high returns of fresh customer service.

Monica L. Jenks advises how to avoid common interview mistakes when hiring CSRs..

Martin Scovell investigates customer experience from the inside, and identifies three steps that will transform your organization..

There’s much shouting about how ‘unfair’ Trip Advisor are and how annoying it is to get bad reviews, so I feel compelled to put the record straight..

iAdvize continues to roll out across Europe. Next stop: the United Kingdom. iAdvize Live ChatiAdvize, the real-time customer service specialist, is launching its live chat and free call-back solutions in the UK. The company was founded in 2010 and is now the leading live chat solution in France with more than 1000 clients throughout Europe. [...]

If you’d like to have a better return on your money, you have to focus on the customer experience. If you do, customers will spend money with you and will come back more often.

Innovative online tool helps measure CEM maturity..

The International Council of Customer Service Organizations (ICCSO) has recognized ADP Employer Services for its professional excellence in customer service..

Ron Rosenberg gives us some important lessons on the importance of providing legendary service..

Paragon HDS Software helps meet customers demands. As more and more customers demand convenient delivery time slots, Paragon ‘HDS’ software is allowing shoppers to choose a delivery slot to suit them. Many of the UK’s high street retailers, including some well-known names in the electronics, catalogue and home furnishings sectors, will be busy planning their [...]

how does an organization take a customer centric approach to it’s strategy? Here are five key steps to implementing a customer centric model and achieving customer centricity for your business..

Customer service isn’t just about listening to customers and resolving their problems when needed. Learn more about the key roles and responsibilities in this article..