Customer Service News

 

Companies Need to do More With Customer Feedback
Chadwick Martin Bailey reveals 35% response rate

Future of Customer Service Report 2012
First direct commission social media report

Safelite Contact Center Earns Global Standard Certification
Claims management operation ensures quality service

Consumers Walk Out After Poor Experience
Empathica Consumer Insights Panel release findings

Top 10 Cruise Services Revealed by Review Authority
Customer support and ease of use evaluated

Service Management Unlocks Social Media Potential
Sostenuto technology increases customer engagement

Customer Service on the Map After Bournville College Experience
South Korean students take Welcome Host Gold training course

Customers Say it's Okay to Ask for Feedback
Survey highlights the need for personal analytics

DOCUWISE Launch PESO Customer Relationship Module
PESO 3.0 MPS-RMM Platform announced at CES Show

Avendra Ramps Up Customer Care Organization
New appointments enhance customer support

RMI Releases CRM for ADVANTAGE Mobile Users
New software enables customer look-up functionality

Amazon Continues to Raise Customer Satisfaction Levels
Online shoppers reward retailer with best ForeSee score

Russell Roofing Receives Angie's List Super Service Award
Roofing contractor highly rated by customers for the third time

No Worries Blinds Provides Old School Customer Service
Blinds retailer cultivates long lasting fruitful relationships

SODA Enables Immediate Customer Engagement
Confirmit application provides real-time results

Financial Services Company Provides Video Customer Service
Genesys enables Ping An of China to connect with customers

Vintage Senior Living and LRA in Service Excellence Initiative
Program will focus on individual service at each community

Welcome Host Gold puts World Class Service First
New course meets National Occupational Standards

Confirmit and Clarabridge Improve Voice of Customer Strategies
Collaboration enables Customer Experience Management ROI

eStream Project Win at Customer Excellence Awards
New Technology helps improve first contact resolution

Retailers Unable to Meet Customers' Needs
Eptica 2011 Retail Experience Study released

Bosch Center to Increase its Service Profile
Customizable services provide customer solution

AirRoad on LAA Merit for Service Excellence
Consistently sets the bar for supply chain

Customer Service Software Helps Save Elephant
RSPCA and Eptica join forces to fight animal cruelty

ConceptWave Order Care and Rapid CRM Certified
Vendors fully completed TM Forum's Framework

Delego and YESpay Provide SAP with Payment Solution
Delego Software complete integration with EMBOSSTM

Customers Gain Currency Flexibility
Now Health's customer-centric policy

Amazon Opens New Customer Service Center
City of Huntington celebrates 200 new jobs

Haymarket Launch KnowledgeBase at Volkswagen
CSC set for improvements in customer satisfaction

TicketKick on a Customer Service Mission
Legal service reflect on what really matters

Ental Group Selects Epicor for Global ERP
Software key to Entel's future success and growth

npower Fined for Mishandling Customer Complaints
2e2 director comments on latest industry penalty

Chadwick Martin Bailey Launches Pinpoint Suite
New customer experience management software

ESOMAR Appoints Confirmit for Feedback Surveys
Market research leader selects Confirmit Horizons

Knowledge is Power and Happy Customers
Rostrvm empowers call handling agents with CallGuide

ebpSource Improves Driver Experience
Road-toll users benefit from self-service portal

ASHA Among Top Ten for Service Attributes
6th most exceptional business in Maryland

Aetna Gains J.D. Power 2011 Call Center Certification
Aetna recognized for outstanding customer experience

Eptica Customers Win Prestigious Awards
Success of Dixons, AirAsia and Ageas highlighted

CustVox Sponsor Customer Experience Management Summit
Barclays, Lufthansa and Orange to speak at CEM event

Ontology in Customer Experience Monitoring Report
Insights into improved CSP customer experience

Carillion Wins Innovation in Customer Service
Michael Portillo presents awards at BFIM ceremony

Orange Achieves World Class Customer Rating
Ocean82 benchmarking report published

Call Center & Customer Service Awards Winners
tars of European customer service recognized

Customer Contact Innovation Awards Open
Nominations invited for all categories

Sage Survey Reveals Companies Must up Their Service
Consumers place premium on customer experience

Customer Service Week Goes Hungarian
Housing group celebrates with residents

Contact Centers Fear Life on the Cloud
Research reveals lack of service visibility

Azzurri Launch New Version of Call/media
Virtual contact centre software version 5.0

Microsoft Dynamics CRM Growth Continues
Popularity is rising reports Concentrix TSG

Tesco Customer Service Staff in Charity Challenge
Volunteers' customer service skills put to the test

whg Contact Centre Recognized at Awards
Housing Group named as Top 50 Call Centre

Celebrate Customer Service Week
International event kicks off this week

CustVox Expands CEM Platform Locations
Software measures customer touch points

Customers to Benefit from DIY Experts
Homebase establish social media presence

TCN Reveals Details of Customer Service Plan
Company harness cloud call center technology

Sunrise Service Desk Solutions Hit Cloud
Sostenuto solutions are now cloud-based

Aito Technologies Evaluated in CEM Report
Key CEM market trends report examines Telcos

End-to-End Customer Experience Management Essential
Customer support is the biggest ISP marketing channel

Work at Home Customer Service Study Results
95% cite rising demand for personalized services

Eptica in Gartner's Magic Quadrant for Web CRM
Customer interaction software recognized by analysts

Retailers Must Innovate With In-store Experience
HP urges stores to meet customer's expectations

Police Officers Rated Using Touchscreen Technology
Instant public feedback helps improve customer service

Social Media a Venting Ground for Customer Frustration
Customers stop business after hearing of bad experiences

Few Consumers Experience Good Customer Support
Artificial Solutions study exposes online inadequacies

Now Health Meets Customer Service Standards
Insurance provider exceeds six key promises

Aito Leads the way for Customer Experience Analytics
Software changes the way users see their customers

FedEx and Sears Winners at Colloquy Loyalty Awards
Big brands are saluted by LoyaltyOne and Visa

Consumers Switch due to Poor Customer Experience
Energy and insurance sectors performing worst

Customers Frustrated With Telephone Service
Econsultancy reveals 48% of consumers unhappy

Invocas Selects ContactWorld for Salesforce
Cloud helps deliver first class customer service

NICE Systems Host Customer Experience Seminars
Contact center best practices to be shared by executives

Admiral Reaches 101st Salesforce.com Customer
CRM software maximizes customer engagement

LoyaltyOne Present at Customer Loyalty Summit
Experts advise on customer relationship strategy

Fusion Contact Center Launches Apprenticeship Program
Qualifications to promote excellence in customer service

Teamsupport Strengthens Salesforce Integration
Enhanced interface streamlines CRM workflow

Gonzalez and Goetz Honored for Best Customer Service
Law firm recognized at Business Excellence Awards

Walsall Housing Group Voted Top 50 Contact Center
whg benchmarked for customer service excellence

Alfa Wassermann Selects Sales Vision Pharma CRM
Innovative CRM solution for the life-science industry

QlikTech Implements ContactWorld for Salesforce
NewVoiceMedia provides holistic customer view

British Airways use iPads to Improve Customer Service
Flight attendants to be issued with Apple iPad 2 tablets

Zendesk SMS Widget Provides Instant Service Alerts
New software allows real-time customer communication

Vuria Offers Expanded CRM Solutions
Custom-designed software for SME released

Bank Boosts Client Service With WealthManager
Temenos platform designed for customer centricity

Anduro Honored for World Class Service
Winner of Smart Business award 2011

Crocus Consulting Achieves Oracle OPN Status
Recognized expert in PeopleSoft Enterprise People tools

Insurance Agents Recognized for Customer Service
Agents receive top customer satisfaction scores

Daisy Awarded Customer Service Accreditation
Telecoms company recognized by Customer First

Coveo Announces Knowledge 360 Solutions
Customer relationship information access now available

Alcatel-Lucent Introduces Customer Satisfaction Model
Five-step EEM process leads to an engaged workforce

GE Achieve 93.6% Quality of Service Scores
Appliance repair servicers leave customers satisfied

FreemanGroup Launches FG Pulse Solution
New online review monitoring for service industry

SJD Accountancy Rewarded for Superb Customer Experience
Company wins Best Professional Team of the Year award

Castel Unveils Castel Detect Voice Analysis Application
Software provides real time ability to manage calls effectively

Tesco to Pilot Customer Service Homeworking
Innovative employment project allows job flexibility

Rapid Growth Forecast for CRM Outsourcing Market
Call centre agents in Colombia set to double in five years

Feedback Ferret Accelerates Silverstone Customer Feedback
Contextual analysis engine helps analyse customer comments

Customers are Unhappy With Grocery Store Service
44% of consumers feel that service could be improved

Easy-to-Use Picnic CRM Software Launches
Application organizes unlimited contacts and tasks

Diciamo Asks: What Would Happen Without New Customers?
Companies urged to improve service to retain customers

Customer Service Handling Times Cut at 123-reg
Bespoke CRM system introduced to handle problems

ClickMobile Enables Best Practice Customer Service
Field service management software rolled out

New Platform Offers End-to-End Support for SaaS Service Delivery
AppsAnyplace platform deployed by Breakthrough Technology Group

Online Businesses Fail to Recognize the Customer is King
Eptica multichannel customer service study results revealed

Natterbox Voice Anywhere Helps Avoid Perils of IVR
Alternative solution offers better customer service

Barnes & Noble Keeps Customers Hanging On
Internet Retailers Tested in StellaService Survey

Trust can Drive up to 44% of Customer Loyalty
Pitney Bowes survey highlights importance of trust

Employee Spaces Connects with Customers
Moxie Software introduces social software

Intelligent Virtual Assistants Help Optimize Customer Service
Teneo Insight extends analysis of customer interactions

Complex Customer Engagement Challenges Growth
Prophet reports brands under pressure to perform

Customers Frustrated with Offshore Contact Centers
Survey reveals customer loyalty and retention at risk

Money Lost Due to Poor Online Customer Experiences
15% of total inbound calls relate to web problems

Airports Track Passengers to Improve Customer Service
Houston airports use surveillance to gain customer insights

Torex and Republic Offer Cross-channel Experience
Channel Hub unifies order fulfilment and service

Customer Attitudes Revealed in Ovum Survey
Contact center frustrations, social media and LBS fears

Telcentris Support Team Makes Stevies Finals
Named as service department of the Year finalist

Netedge Develop netEstate Real Estate CRM
Property management tool announced

Sage Launch Sage 200 v2011 Software
Enhanced CRM, Business Intelligence and Financials

Aito Customer Experience Analytics Updated
New version of Aito CEA 4.6 software released

Globys Extends Customer Experience Solutions
Enhancements enable proactive customer engagement

REMAX Associate Wins Customer Service Award
Roger Thedford honored for services rendered

MDSL Rated Top in Customer Satisfaction Survey
TEM provider out-performs certified competitors

ACT! For Notes CRM Released by Vigilus
New Lotus Notes CRM software available

Bay Bridge Contact Center Software Upgraded
CenterBridge enhanced with charting features

Magnatag Tracks Customer Relationship Development
Prospect-Tracker board shows step-by-step progress

The Customer is King at Feedback Activator
FeedbackActivator.com invites anonymous feedback

Guardian Public Services Awards 2011 Open
Opportunity for public services to shine

Trunity Unveils Trunity Connect Platform
Gateway to excellent customer service

Study Reveals Customer Service is a Team Effort
70 percent of interactions require back-office staff

First Hosted Announces Contact Management SuiteApp
NetSuite customers benefit with Full Contact application

Kaden Group Launches CRM and Social Media Tools
Web-based social CRM application, PartnerOption.com

Customer Contact Centers Avoid Budget Cuts
30% of contact centers have not made cost savings

Siptel Short-listed in Customer Experience Awards
Nomination for Customer Experience of the Year

Paragon Updates Home Delivery Software
Major enhancements benefit customers

Real-time Reporting Improves Service Level
Command center finds value in ACD solution

Intelligent Customer Front Door (iCFD) Launched
Alcatel-Lucent and Genesys introduce new technology

Aviva USA Puts Customers Before Policy
Aviva pledge to brings humanity back to insurance

BBES Strengthens Customer Service Team
Two new managers appointed to develop strategy

Global Ambitions for VSI Service Management Software
David Schulze appointed Vertical Solutions Director of Sales

Hampton Inn Wins Connie Award for Customer Service
Hotel highly rated on customer satisfaction surveys

Customer Service Center Visited by Labour Leader
200 employees on track to gain SVQ qualifications 

Hotel Shines with Silver Customer Service Award
East Lodge Hotel rewarded for excellent service 

Consumers Want Multi Channel Customer Care
Survey finds consumers need multi channel capabilities

Eurostar Selects Sabio Contact Center Infrastructure
Avaya SIP-based solution provides integrated service

Fujitsu Implements Salesforce.com CRM at University
Cardiff University selects Salesforce CRM Solution

Customer Service Book Hits Bestseller List
Book sales prove businesses want to improve service

People and Technology Mean Better Customer Service
Customer service and good caller etiquette is priceless

Design Audit Helps Select CRM Software Solutions
Quality Integrity recommends audit for CRM selection 

Best-in-Class Retail Customer Service Program
Optimizing Retail Business Exec Education IESE 

Innovation Award Winners Transform Service
Autoglass and British Gas recognized for initiatives

Health Check for Customer Service Organizations
Sabio Insight helps identify 'best practice' customer service

Virtual Assistant Recognized in Customer Relations Awards
Artificial Solutions "Stella" helps Banca Sella's customers

Worcestershire Hub Achieves Customer Service Excellence
Council awarded Customer Service Excellence Standard

Consona Announces Customer Management Version 7.1
Software application formerly known as Onyx CRM upgraded

M-Files for Microsoft Dynamics CRM Available
Document management integrated with Dynamics CRM

Transversal Strives to Improve Customer Service
Transversal launches partner programme

Customers Benefit from Information Governance
HANDD Business Solutions partners with Nogacom

TLC Successful at LivePerson Customer Awards
The Listening Company storms to success at awards

CDC Software Enhances Customer Relationships
Pivotal 6.0 CRM platform module automates processes

Service Improving According to Airline Quality Rating
AirTran take top spot, Hawaiian and JetBlue follow

KarmaCRM Offers a Different Approach to CRM
CRM Software hides a powerful backend system

EchoSign and SugarCRM Integration for CRM Users
Cloud-based contract management increases productivity

New Contact Center Job Vacancies
100 new jobs have opened up at Fusion, UK

Beyond the Traditional Knowledge Base and CRM
Survey reveals 70 Percent of agents can't find information

Caribou Coffee Named Customer Service Champion
Caribou Coffee honored by J.D. Power and Associates

Customer Satisfaction Awards Winners Announced
Top UK businesses celebrate success at Awards

Convergys has More Customer Service Jobs Available
Job opportunities in Salt Lake City contact center

Companies Use Twitter to Provide Customer Service
Survey reveals 35% of companies use social networks

Junction Achieves Record Customer Satisfaction Levels
Insurance providers must focus on more than price

Poor Complaint Response Will Cost Retailers
Retailers are set to lose £4 million each in 2011

Survey Highlights Resistance to Self-Service Initiatives
Resistance to change is a barrier to self-service

Alexon Selects Communicator Corp Email CRM
CRM, marketing and email platform chosen by Alexon Group

Matt Ford Wins President's Award for Customer Satisfaction
14th President’s award for superior customer satisfaction

QCI Commends Convergys for Excellence of Service
Convergys awarded highest honor for client support

Telephony Audit Results in New Contact Centre Jobs
Furniture repair firm Ecomaster has hired five new staff

Customer Research Shows Bad News Travels Fast
Consumers are more likely to share a bad experience

Logicalis Recognized by Cisco for Customer Satisfaction
Logicalis achieve Customer Satisfaction Excellence Gold Star

Now Health International Promise High Quality Service
Health company challenges IPMI Market on Customer Service

ADA Gains Service Desk Institute Accreditation
Six month of rigorous auditing results in SDI award

Global Data Receives 'At Your Service' Award
GDC awarded for exemplary customer Service

Convergys Hiring 40 Customer Care Managers
Convergys Corporation is seeking candidates for 40 positions

Eptica Launches Integrated Social Customer Service Suite
Customer service is brought into the social web by Eptica

Ventura Gains Customer Service Excellence Certification
Outsourcing company awarded  for customer service excellence

Pivotal CRM Listed as Top Enterprise Tool
CDC Software says Pivotal 6.0 CRM is a must have

Stevie Awards for Customer Service Winners Announced
Stevie® Awards 2011 recognize achievements

Big O Tires Makes Social Connection with its Customers
Arizona Tire Dealer Expands its Online Presence with Social Media

IQA Selects FleetMatics GPS to Improve Customer Service
GPS tracking introduced to improve customer service

InteliWISE Releases Online Customer Support Widget
New Widget available for intelligent customer support

Live-PA launches Call Recording software
Microsoft Lync server call recording solution launched

Call Center Agents Struggle with Complex Calls
Survey finds agents are struggling to cope with complicated calls

Health Care Provider is Customer Service Champion
Kaiser Permanente Recognized by J.D. Power

Banks Not Connecting With Customers Online
Just six per cent of banks are using social media

Customer Service Representative Saves Customer's Life
39DollarGlasses.com CSR calls emergency response

Hong Kong Customers to Experience 'Service With Heart'
HKBN launches 'Service with Heart' campaign

Coveo Search Platform 6.5 Helps Resolve Customer Issues
Coveo releases version 6.5 of its enterprise search platform

HCSC Customer Service Weathers Snowstorm
Health Care Service Corporation answers 26,000 calls in one day

Displaysense Makes Impression on Long Lost Customer
Customer receives excellent customer service after 22 years

Voice Biometrics Security Preferred by Customers
Customers cite Voice Biometrics as preferred mobile security

Customer Service Doesn't Mean Just Being Nice
Retail Active say customer service is more than naming and shaming

Online Shoppers are Looking for Customer Service Beyond Price
Getprice identifies that shoppers want more than a good price

RBC Royal Bank and TD Waterhouse Top for Customer Service
Surviscor results reveal RBC and TD Waterhouse give best service

Builders Rewarded for Customer Service Excellence
C G Pitcher and Son Win 2010 Dorset Business Award

Retail Management Solutions Starts Customer Satisfaction Tour
RMS Executive sells home to travel the country to meet with clients

Royal Mail NetDespatch Enables Next Day Tracking Services
Royal Mail offers web shipping and tracking with NetDespatch

24 Hour Live Chat Service Launches in Taiwan
Sinyi Realty launches 24 hour live chat customer service

ORC Survey Shows Retail Sector Worst at Customer Service
Retailers should make customer service New Year's Resolution

Customer Satisfaction Insights Revealed by Infogroup
Research findings presented at 9th Annual ORC Conference

To submit your news or press release please contact us. 
 

 

Read more customer service news