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Industry News

The UK's most popular call centre magazine
You probably have customers leaving you every day. But have you ever gone through their call history to find out why? It can provide a fascinating insight. Here’s an exercise: Identify 10 customers who have recently left your company. Go […]
I was introduced to a stranger today. She said 3 people had mentioned me in the last week as someone she should meet as she is starting a business. Her first start up. In the first 5 minutes we found […]
It sounds a bit smug doesn’t it? It isn’t enough to study the work, you also need to know how the work works. What does it mean? Let me give you a couple of examples: 1. How do you drive […]

Service News

Jo Causon, CEO at The Institute of Customer Service responds to a report from the Competition & Markets Authority suggesting some businesses are paying for positive reviews and endorsements online.
Jo Causon, CEO of The Institute of Customer Service responds to news from the National Audit Office that over 10 million people faced problems when using public services in the UK last year.
The Institute reaction to the latest Ofcom announcement