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While surveys can be a proven, consistent method for gathering customer data, their effectiveness can be hampered if they are poorly written, confusing, not personalized or targeted, or too long. This White Paper offers nine top tips to help increase […]
While an inbound contact centre is there to handle incoming calls, the name is somewhat misleading. There are numerous times when delivering the best service involves making an outbound call. This eBook explores why using a dialler can help you […]
We have a tendency to treat the contact centre like a big factory of telephone calls and emails. This becomes most apparent when we look at contact centre metrics. Numbers of calls, Average Handling Time, Service Level and cost per […]
Simon Roberts, Executive Vice President of Walgreens Boots Alliance and President of Boots, has been appointed as non-executive director and chairman of the Institute of Customer Service.
Customer satisfaction in the UK has flat-lined, over the past 6 months, but some sectors that regularly attract scrutiny – including Banking, Transport and Utilities – have shown signs of improvement.
Jo Causon, CEO of The Institute of Customer Service, responds to the Chancellor's announcement that elected mayors and councils can relax the rules on Sunday trading hours in England and Wales.