We ask what are the benefits of having a customer service representative on the Board? We have interviewed Ben Lappin, Director of Retention and Customer Experience at The Guardian and Chair of the DMA’s Contact Centre Council who tells us about The Guardian’s refreshing prioritisation of the customer and gives insights into how they engage with customers.
Interview with Dr Lisa Ackerley, Chartered Environmental Health Practitioner.
We’re delighted to announce that we have been asked, again, by Unicef to support their Soccer Aid event in June.
Contact Centre Panel has launched a new initiative, created to identify and measure customer service trends within the automotive sector. The CCP Automotive Customer Service Survey canvases the opinions of senior customer service executives from the industry, mapping their insights to form a cross market view of current and future trends in customer service provision.
If a problem is found with one of your most popular products or services, meaning you have to contact all your customers to offer a solution or replacement. How would your service team, or your outsource customer service partner, cope?
We take a look at some of the potential pitfalls of automation and put forward our thoughts on how to avoid the poor use of technology within your customer-facing operations
According to thorough research, a combination of climate change and manmade modifications to the landscape mean that floods are increasingly likely to affect the UK in the future. As employers and employees, we therefore need to consider how our businesses will react to both ‘natural’ and ‘human driven’ disasters when they occur.
Black Friday falls on 29th November this year, so is your customer service provision geared up and ready for the sudden rise in demand?
How will UK based contact centres be affected by our potential departure of the EU? We take a look at how Brexit might affect the customer service industry in the UK, in the notable absence of much solid information on what’s going to happen!
Since the energy supply sector became competitive, there has been an unending cycle of consolidation and failures as the largest players have sought cost savings and new entrants have miscalculated the demands of the industry. How do energy companies achieve good customer service results in such an embattled sector?
One of the biggest challenges for a business is attracting the best talent and then retaining them. In this article we investigate new innovative recruitment techniques and provide top tips on how to get hold of the right people for your organisation.
Is what people say about you as an employer on Glassdoor creating challenges of recruitment and team management in a world of review culture?