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We asked our panel about the role voice might play in the contact centre of 2034. People will only call when they’ve exhausted all other options For as long as humans have voices and are able to speak, contact centres […]
Call Centre Helper visited a Neopost contact centre in Romford. In the UK and globally, Neopost provide a range of digital and conventional mailroom solutions. The Romford site currently has 140 agents and operates a range of services including telesales […]
Despite the recent change in regulations, a number of companies are still providing 0845 numbers for customer service. A document has been released by The Fair Telecoms Campaign outlining a number of companies still in breach of the regulations which […]
A number of MPs chaired by Philip Davies MP and Steve Reed MP have launched the All-Party Parliamentary Group on Customer Service and appointed the Institute of Customer Service as a Secretariat to the group.
UK Customer Satisfaction Falls for the Second Year, warning organisations to maintain focus on customer experience to achieve sustainable growth
The latest UK Customer Satisfaction Index (UKCSI), which surveys nearly 10,000 consumers, reveals that satisfaction has continued to fall leaving people more unhappy with their customer experience now than they were in January 2011, a major concern for organisations as the economy begins to grow.
The Institute reports on how utility companies can improve trust, customer satisfaction and business performance.