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Industry News

The UK's most popular call centre magazine
When a customer makes contact, 55% of agents cannot easily see all the channels that customer has previously used. Poll – Can your agents easily see all the contact history, across all channels, when a customer contact you? – answers Yes […]
I experienced a fabulous discussion yesterday about ‘amoral leadership’, a concept which echoed throughout the day. This letter to the Times sums it up quite nicely. It’s a doctor’s comment on the suggestion that normal hours for junior doctors will be […]
Here are some practical strategies you can try the next time an angry customer phones in. 1. Repeat the problem back to show understanding When you first pick up a call, it is likely the customer will be feeling vulnerable […]

Service News

Research busts myth that the UK has developed a compensation culture
The latest Sector Report from the UKCSI reveals that customer satisfaction in the transport industry has increased by 0.8 points, with ten transport organisations improving their satisfaction scores.
The Institute CEO Jo Causon responds to the latest Ofcom report about complaints in the telecoms and Pay TV sector.