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Are your staff stupid? Have you ever asked them to do something so obvious that it simply wasn’t possible to [...]
Do you think angry customers are more expensive to service? Answers Yes – 63% No – 18% Sometimes – 18% [...]
Some 18 months ago (Oct 2012), I had the pleasure of interviewing Get Satisfaction’s then CEO, Wendy Lea (she’s now [...]
We are pleased to announce the winners of the 2014 UK Customer Satisfaction Awards which were presented at a gala dinner at the Lancaster London Hotel last night, 25 February 2014.
The UK Customer Satisfaction Index (UKCSI) has revealed that customer satisfaction in the UK fell during the last quarter of 2013. The national measure of customer satisfaction, which is published every 6 months by the Institute of Customer Service, also recorded a fall in July 2013, following an unbroken series of increases between January 2009 and January 2013.
Events in 2013 saw trust in many organisations hit a new low, but will 2014 mark a customer service charm offensive from business as they invest in skills for the future?