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Industry News

The UK's most popular call centre magazine
The viewers of our webinar “5 Ways to Boost Contact Centre Productivity” were asked “What is your Average Cost Per Call?” Poll answers More than £10.00  – 06% £5.00 – £9.99- 23% Under £2.00 – 31% £2.00 – £4.99 – […]
Our panel share their advice on how to turn agents into super agents. 1. If agents set their own goals they will work harder to achieve them I have found that if my agents set their own goals, they will […]
Our panel reveals how to get the very best results from your call scripting. Gather information from your agents about what works The best way to create a truly effective script is by gathering feedback from your agents about what […]

Service News

Earlier this week the Department for Business, Innovation and Skills launched the third phase of the Trailblazer standards development groups under the Government’s latest reform of Apprenticeship standards. The Institute of Customer Service is proud to announce that they are part of the Customer Service Trailblazer employer group which is one of three Trailblazers as part of the Business Skills/Business Group.
Tourism outperforms the UK average for customer satisfaction and climbs to third place in UKCSI
Consistent improvements in customer satisfaction is key to trust and reputation.