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A simple but fun way to reward your agents is to add “shout outs” to the company intranet, Facebook page or Twitter account to celebrate everyone who pleases a customer or makes a sale. These live feeds can then be […]
Getting home agents up and running isn’t always straightforward. Here is some advice on overcoming common problems. Issue 1: Managing home agents effectively when you have no direct visibility of virtual teams The solution Adopt specialist technology tools that provide […]
Conventional management wisdom: You can have quality or quantity but you can’t have both. Bang ‘em out quick Sod the quality, feel the width Cost, quality, speed ~ pick any 2 Even the Romans knew this was the case. It […]
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.