Twelve organisations have been shortlisted to win the 2016 Customer Contact Innovation Awards. The winners will be announced at the Gala dinner on April 26th at the close of the annual Customer Strategy & Planning conference organised by The Forum..
CGS has announced the acquisition of Mas Cerca Contact Center, the Chile-based business process outsourcing (BPO) provider..
Temkin Group, a leading customer experience firm, has published its annual list of customer experience trends. As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” Here are the top trends to watch..
Study Reveals Brands are failing at personalization, causing customer experience to suffer and demonstrating need for contextualized experiences..
Do you offer customer-friendly pricing? Or, are your customers surprised to find that fees, surcharges or other costs have been added to their bill and that their total cost is more than they expected?
Great service is like a precious, rare, exotic species that is close to becoming extinct. But it’s not too late to rescue once great service from the brink of extinction. Here are 10 golden rules that you can follow right away..
A new report reveals that 47% of consumers who called their telecoms supplier in the past year would have preferred other means of assistance but fell back on the traditional call center for a score of reasons..
Connecticut Water uses Verisae’s mobile platform to power its ‘Be Sure Before You Open the Door’ program..
Intelecom Group AS has announced the latest enhancements and new features of its multi-channel cloud-based contact centre solution..
Confirmit has partnered with Emotient, the leader in emotion detection and sentiment analysis technology based on facial expressions, to deliver greater insight to Market Research (MR) organisations and Voice of the Customer (VoC) programmes..
“Customer service is king” is a phrase that has never been more prudent. In a time where companies face increasing levels of competition, maintaining a reputation for excellent service is a great way to stand out..
SDL has announced that Blackboard, a leading education technology company, has improved its global web presence with SDL Web and SDL BeGlobal, two key components of the SDL Customer Experience Cloud..
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..
Here is a simple 4-step formula to help your team remember how to GIVE exceptional customer service each and every time they interact with customers. These guidelines work whether you are dealing with a customer for the first time or whether it is a repeat visit..