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
Black Friday falls on 29th November this year, so is your customer service provision geared up and ready for the sudden rise in demand?
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?