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Industry News

The UK's most popular call centre magazine
Data comes in all shapes and sizes, you could classify it in a hundred and one different ways: categorical, ordinal, Boolean, composite… Here a couple of the less technically challenging – read eye-rollingly dull – categories: Opinion or Observation Opinions are […]
A close friend of mine, let’s call him Peter, is going through a very tough time right now with his health. I will not provide details of his condition as it’s not relevant. However, what I will do is describe […]
Business leaders celebrated the launch of a revolutionary new book on Wednesday that resets the parameters of customer service in the digital age. Delegates from across the business world gathered at the Globe Theatre in London to toast the new […]

Service News

Many UK companies are failing to keep up with the rapidly changing customer environment according to the latest UK Customer Satisfaction Index (UKCSI). Overall satisfaction has in all four surveys since January 2013 and is now lower than at any point since January 2010 - only the utilities and banking sectors have improved during 2014.
Taking a look at the trends shaping customer service in the next 12 months
The 2015 Awards Shortlist has been announced