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Industry News

The UK's most popular call centre magazine
I find it beyond belief how large organizations can cheat and lie to their Customers. Maybe it’s because I’m becoming old or maybe it’s just because it is happening more. Skechers lied to us that if we wore their (weird-looking) […]
I’ve just had the pleasure of chairing a customer engagement conference. There were some great speakers. My favourites were Joana Van Den Brink-Quintanilha from Forrester and Stewart Bromley, from Atom Bank. Both spoke eloquently about the use of emotion in […]
It’s Customer Service Week (Oct. 5-9) and, since I work in the field, I suppose I should contribute to the conversation this week. Let me start by saying that celebrating the customer is a good thing especially when you consider […]

Service News

Research busts myth that the UK has developed a compensation culture
The latest Sector Report from the UKCSI reveals that customer satisfaction in the transport industry has increased by 0.8 points, with ten transport organisations improving their satisfaction scores.
The Institute CEO Jo Causon responds to the latest Ofcom report about complaints in the telecoms and Pay TV sector.