Centres rate call efficiency over customer service at their peril
Internal efficiency measures at UK call centres are well monitored through multiple metrics but customer service receives less focus, a new survey has found. Read more ...

One in five ‘ashamed’ of the way they speak to call centres
Foreign agents face brunt of hostility Read more ...

Less than one in 12 feel valued as customers
At a time when companies and their call centres should be working harder to make their customers happy and persuade them to continue spending their hard-earned cash, many seem to be getting it very wrong, according to new research published by Jacada. Read more ...

Customer Care Excellence - Book Review
If you believe as King Solomon said in Ecclesiasties (1:9) that nothing is new under the sun, then Customer Care Excellence (by Sarah Cook) could just fit your requirements for an excellent guide to the best thinking and research on the subject of looking after customers. Read more ...

Poor customer service costing £15bn a year
UK businesses lose a total of £15.3bn each year when customers defect and abandon their purchases as a direct result of poor customer experiences. Read more ...

Call centres failing in 'avoidable contact'
Contact centres, particularly in the public sector, are falling short in efforts to stop avoidable calls from customers. Read more ...

Multi-lingual centre for Harley-Davidson
Marketing agency arvato loyalty services has launched a multilingual contact centre for Harley-Davidson to help drive sales of its authorised motorbike rentals, tours and training courses across the EMEA region. Read more ...

Contact centres need clear rules of engagement for 'social web'
RightNow Technologies has published “Customer Service Meets Social Media”, a practical guide designed to help contact centres successfully incorporate social internet networks into their customer experience strategy. Read more ...

Creating a compelling cross-channel customer experience


2009 will be the year of cross-channel selling, but a complete ‘re-wiring’ of retail is needed to make it happen successfully. Read more ...

Chinese bank starts major call centre expansion

China Construction Bank (CCB), one of the top four commercial banks in China, has announced a major expansion project for its call centres.
Read more ...

Centres rate call efficiency over customer service at their peril
Internal efficiency measures at UK call centres are well monitored through multiple metrics but customer service receives less focus, a new survey has found. Read more ...

One in five ‘ashamed’ of the way they speak to call centres
Foreign agents face brunt of hostility Read more ...

Less than one in 12 feel valued as customers
At a time when companies and their call centres should be working harder to make their customers happy and persuade them to continue spending their hard-earned cash, many seem to be getting it very wrong, according to new research published by Jacada. Read more ...

Customer Care Excellence - Book Review
If you believe as King Solomon said in Ecclesiasties (1:9) that nothing is new under the sun, then Customer Care Excellence (by Sarah Cook) could just fit your requirements for an excellent guide to the best thinking and research on the subject of looking after customers. Read more ...

Poor customer service costing £15bn a year
UK businesses lose a total of £15.3bn each year when customers defect and abandon their purchases as a direct result of poor customer experiences. Read more ...

Call centres failing in 'avoidable contact'
Contact centres, particularly in the public sector, are falling short in efforts to stop avoidable calls from customers. Read more ...

Multi-lingual centre for Harley-Davidson
Marketing agency arvato loyalty services has launched a multilingual contact centre for Harley-Davidson to help drive sales of its authorised motorbike rentals, tours and training courses across the EMEA region. Read more ...

Contact centres need clear rules of engagement for 'social web'
RightNow Technologies has published “Customer Service Meets Social Media”, a practical guide designed to help contact centres successfully incorporate social internet networks into their customer experience strategy. Read more ...

Creating a compelling cross-channel customer experience


2009 will be the year of cross-channel selling, but a complete ‘re-wiring’ of retail is needed to make it happen successfully. Read more ...

Chinese bank starts major call centre expansion

China Construction Bank (CCB), one of the top four commercial banks in China, has announced a major expansion project for its call centres.
Read more ...

UK Call Centre Workers spend just 16% of their time helping customers

The recurring themes of the much maligned contact centre worker is that most do not know what they are talking about and are ill-equipped to deal with calls and resolve issues.
Read more ...

Contact centres “lack the personalised touch"
New research has found that over 50% of contact centres do not have technology to personalise customer service.
Read more ...

Contact centre staff spend just 29% of call time helping customers
UK contact centre staff spend an average of just 29% of call time actually speaking with customers.
Read more ...

Six of top eight global customer service innovators in Europe
Europe boasts six of world's top eight global innovators in customer service, according to the third Annual Customer Innovation Awards. Read more ...

UK Customer Service Awards open for entries
Now in its ninth year, the UK Customer Service Awards continue in their aim to celebrate achievements in customer service and promote excellence, best practice, and innovation in the industry.
Read more ...