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Brands are a fluid concept that can be destroyed in an instant. Brands make promises that should be kept by the people that deliver the experience. When the brand experience falls short of the promise, Customers feel disappointed, frustrated, and […]
It’s very easy to get stuck in long-term crisis mode. Too many calls, too many escalations, not enough staff to handle contact volumes, technology that is struggling today. These all sound like ‘crisis mode’. You need to take a step […]
Carolyn Blunt explains how to implement an Average Handling Time (AHT) reduction strategy while still maintaining an excellent customer experience. The Average Handling Time (AHT) metric gets a bad reputation at times in the world of Customer Experience. This is […]
Simon Roberts, Executive Vice President of Walgreens Boots Alliance and President of Boots, has been appointed as non-executive director and chairman of the Institute of Customer Service.
Customer satisfaction in the UK has flat-lined, over the past 6 months, but some sectors that regularly attract scrutiny – including Banking, Transport and Utilities – have shown signs of improvement.
Jo Causon, CEO of The Institute of Customer Service, responds to the Chancellor's announcement that elected mayors and councils can relax the rules on Sunday trading hours in England and Wales.