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Industry News

The UK's most popular call centre magazine
Everyone loves an awards ceremony, so why not set up an awards scheme for the contact centre?  You could even make it like the Oscars with a posh awards ceremony at a local hotel. You can do awards for the […]
Our panel reveals how you can get the best out of your existing outbound dialler. Present local numbers to improve answer rates When people don’t recognise the caller’s number, or see a non-geographic number, they’re much less likely to pick […]
“Is your contact centre using video?” was asked of our readers and the results were: Poll results Yes, we’ve been using it for over a year    14% Yes, but we’re only just finding our feet    3% No, but we’re looking […]

Service News

A number of MPs chaired by Philip Davies MP and Steve Reed MP have launched the All-Party Parliamentary Group on Customer Service and appointed the Institute of Customer Service as a Secretariat to the group.
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.