Customer
Contact
Insights

Building a more secure future for an embattled and fast evolving sector.

Delivering an improved experience under cost pressure.

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.

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