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Industry News

The UK's most popular call centre magazine
In light of the Comcast call that went viral I invite you to listen to these wise words (bolding is my work). There is no question that acquiring and retaining customers is vital to every company, but it’s the way […]
Boot Camp In the early 1980's the Israeli army ran a combat command course. Every 15 weeks, one hundred trainee soldiers were allocated to one of four instructors and then, for  3 months, they received 16 hours of instructor / trainee […]
In February, I published an article called The Little Things That Destroy Your Customer Experience. The article suggested that we often spend too much time focusing on ‘big’ things (technology advancements, business transformation etc etc) and tend to forget, or […]

Service News

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.
UK public sector leaders are calling for a shared vision for improving customer service, according to a new report from the Institute.