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Only 52% of contact centres are operating with Web Chat… Poll answers Web Chat – 52% Social Media – 60% Post / Mail – 68% Email – 97% Phone – 100% (Multiple answers were allowed during this poll, so the […]
One of my favourite quotes is from Henry Ford: Whether you think you can, or you think you can’t — you’re right. Personally, I am all for a bit of self-belief, but does it work for organisations as well as […]
My mum always told me, “You can catch more flies with honey than you can vinegar.” In other words, people respond better to rewards than punishments. As a leader or a marketer, if you want an employee or a customer […]
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