Alex Loach looks at the perennial problem of whether you should outsource customer service. As with many things, I don’t think that there is a set answer to whether you should outsource your customer service as it depends on so many different scenarios. You should never outsource any of your key competencies What I will [...]

The fourth in the series looking at how technology can help to solve contact centre problems. This week we look at phone calls following email queries. The problem A caller sends in an email.  They do not get a response and then call the contact centre. The phone call solves the issue but there are [...]

Does your social strategy go beyond marketing? Your customers are having very public conversations about your company, your brand, and your products. So what are the best ways to engage with your customers and deliver customer care over social channels? Join us for this interactive webinar where we look the best ways to deliver a [...]

Much of the debate following the budget has focused on whether the government has struck the right balance between stimulating growth and controlling the deficit, which is critical given the challenging times in which we live. Key changes which will have far reaching impact for all of us are the reforms to the financing of social care. We examine what the measures mean for individuals and organisations, and the critical role for customer service.

The Eurozone unemployment figures announced this week highlight the urgent need to stimulate sustainable growth across the whole of the European Union. The UK’s welcome, if modest, growth of 0.3% in the first quarter of 2013, has been underpinned by the performance of the service sector, which grew by 0.6%, helping stave off the negative growth afflicting much of the Eurozone.

• First Direct pulls ahead in customer satisfaction rankings • The Co-operative Bank overtakes Nationwide • Banks continue to lag behind other sectors