from The Welsh Contact Centre Forum
The UK's most popular call centre magazine
Conventional management wisdom: You can have quality or quantity but you can’t have both. Bang ‘em out quick Sod the quality, feel the width Cost, quality, speed ~ pick any 2 Even the Romans knew this was the case. It […]
During our webinar “Skype and the Contact Centre” our audience were asked “Do you personally use Skype?” Poll answers Yes – for voice calls 45% Yes – for video calls 48% I am planning to 9% No 24% Source: […]
Is it time to overhaul the sitting culture in your contact centre? Did you know that a third of all call centre operators avoid exercise completely during the working week? [Source: The Wellbeing At Work League research commissioned by Brita]. […]
A number of MPs chaired by Philip Davies MP and Steve Reed MP have launched the All-Party Parliamentary Group on Customer Service and appointed the Institute of Customer Service as a Secretariat to the group.
UK Customer Satisfaction Falls for the Second Year, warning organisations to maintain focus on customer experience to achieve sustainable growth
The latest UK Customer Satisfaction Index (UKCSI), which surveys nearly 10,000 consumers, reveals that satisfaction has continued to fall leaving people more unhappy with their customer experience now than they were in January 2011, a major concern for organisations as the economy begins to grow.
The Institute reports on how utility companies can improve trust, customer satisfaction and business performance.