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Industry News

The UK's most popular call centre magazine
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 […]
You have all done it. I know I have. It’s natural these days to stop working on a project and check your feeds, see how your post is performing, or how many favorites your latest Tweet earned. Yes, we may […]
CX Dogma: In Today’s World The Customer Experience Is Critical What do the CX gurus say? Do they not proclaim the critical importance of Customer Experience? Do they not assert that in the age of social media Customer Experience is […]

Service News

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.