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Sometimes we need to start thinking beyond the hygiene factors of answering the phone quickly or reducing customer effort. Wouldn’t it be an awful lot more fun to look at how we can dazzle and delight the customer? Wouldn’t […]
It is easy to set up a team… You take a bunch of people, put them in a room, give them a simple task and tell them to crack on with it. Setting up a team is easy. But teamwork […]
Call Centre Helper went to Experian’s contact centre in Nottingham, as part of a Professional Planning Forum Best Practice Site Visit. Experian is a global information services company that helps businesses to manage credit risk, prevent fraud, target marketing offers and […]
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.
UK public sector leaders call for shared vision to improve customer service, despite financial pressures
UK public sector leaders are calling for a shared vision for improving customer service, according to a new report from the Institute.