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Industry News

The UK's most popular call centre magazine
I’ve come across quite a few of the brands that offer social customer service here in the UK. Some have attended my masterclass. Others are regulars at the annual conferences hosted by Our Social Times. There are also award winners […]
Amazon is in some hot water right now. The New York Times article appearing last Saturday has many people wondering if Amazon is the company they thought it was. The article in the NY Times tells a story of an […]
Steve West looks at why so many UK operations are still behind the curve when it comes to advances in contact centre environment design. Over the past few years I have been given access to contact centres in numerous countries, […]

Service News

Retail Food sector ranks second in UKCSI but Banking and Tourism sectors close the gap
Reacting to news that a new Consumer Ombudsman service has been launched today, Jo Causon, CEO at the Institute of Customer Service argues that “this is a wake-up call for any organisation that only gives an after-thought to complaint handling and customer service.”
Latest data shows sector is fastest improving in UK