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43% of contact centres are using noise cancelling headsets. During our webinar “How to reduce background noise in the contact centre”, our audience were asked “Which headsets do you use?” Poll answers One Ear (Monaural) 34% Two Ears (Binaural) […]
As readers of this blog may know, I am a fan of Seth Godin’s work. In a post on his blog in 2012 he wrote a short, yet insightful, post about the purpose of customer service. His thesis is that […]
Our readers share their top tips for improving First Contact Resolution (FCR). 1. Review your repeat contacts and see what you could do differently Each month we sit down and look at the records of the people that have contacted […]
Report from the Institute of Customer Service shows utilities companies at the bottom of the index in terms of customer satisfaction despite improving at a faster rate than any other sector.
The Tourism sector maintains third position in the UK Customer Satisfaction Index and has the highest percentage of customers willing to pay for customer service excellence
The Institute of Customer Service has announced today the appointment of Mike Petrook as its new director of communications and corporate affairs, a new role within the organisation.