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Industry News

The UK's most popular call centre magazine
Is there a difference between UX and CX? Yes. What is the difference between UX and CX? Allow me to answer this question by sharing my experience in dealing with a web hosting company. The User Experience? Great! I came […]
A company’s ability to deliver excellent customer service is increasingly becoming a source of competitive advantage. However, two recently released UK studies offer different perspectives and challenges on how companies are performing and what their customers think. The Customers Perspective […]
Using a customer’s first name is the main way contact centres personalise the customer experience. Poll – How do you personalise customer experience? – answers Route calls based on open cases – 19% Route callers to last agent spoken to […]

Service News

The Institute of Customer Service has announced today the appointment of Mike Petrook as its new director of communications and corporate affairs, a new role within the organisation.
The latest UK Customer Satisfaction Index, released in January, demonstrates that sectors where there is more competition, deliver higher levels of customer service.
Many UK companies are failing to keep up with the rapidly changing customer environment according to the latest UK Customer Satisfaction Index (UKCSI). Overall satisfaction has in all four surveys since January 2013 and is now lower than at any point since January 2010 - only the utilities and banking sectors have improved during 2014.