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...] about Creating a compelling cross-channel customer experience
Customer Experience
Chinese bank starts major call centre expansion
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...] about Chinese bank starts major call centre expansion
UK Call Centre Workers spend just 16% of their time helping customers
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 … [Read more...] about UK Call Centre Workers spend just 16% of their time helping customers
Contact centres “lack the personalised touch”
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...] about Contact centres “lack the personalised touch”
Contact centre staff spend just 29% of call time helping customers
Contact centre staff spend just 29% of call time helping customersUK contact centre staff spend an average of just 29% of call time actually speaking with customers. … [Read more...] about Contact centre staff spend just 29% of call time helping customers
Six of top eight global customer service innovators in Europe
Six of top eight global customer service innovators in EuropeEurope boasts six of world's top eight global innovators in customer service, according to the third Annual Customer Innovation … [Read more...] about Six of top eight global customer service innovators in Europe
UK Customer Service Awards open for entries
UK Customer Service Awards open for entriesNow in its ninth year, the UK Customer Service Awards continue in their aim to celebrate achievements in customer service and promote excellence, best … [Read more...] about UK Customer Service Awards open for entries