Customer Service News

2nd September 2010

Survey Reveals How to Motivate Customer Service Staff
Celebrations and cards are poular ways to inspire employees

Bank Issue Apology for Customer Service Failings
Santander issue formal apology to customers

Limo Company Drives up Customer Ratings
First LA Limo's focus on customer service pays off

Software Will Enhance Cross Channel Customer Experience
Selligent has launched its software for improved customer experience

Lloyds Bank Receives Thousands of Customer Complaints
UK bank faces almost 2,000 complaints per day

Vision Care Recognized for World-Class Customer Service
 Vision Care team make visible customer service impact

Software Optimizes Home Delivery Services
Axida home delivery uses Paragon optimisation software

Chevrolet Rated Highest for Customer Satisfaction
China Customer Service Index ranks SGM-Chevrolet Highly

Address Book 4.0 CRM-Lite Now Available in Streetsmart
InfoStreet’s flagship IT software gets an upgrade

University Turns to Web Self Service to Deal with Enquiries
University of Liverpool deals with 50,000 student enquiries

Banks Missing out on Tweeting Customers
Still room for improvement on connecting with customers

Social Network Scores Low on Satisfaction Index
Survey reveals Facebook rated lower than IRS e-filers

Email Customer Service Still Fails to Deliver
Companies poorly equipped to provide quality experience

Illuminetic and crm-now Announce Cloud-Based CRM
Affordable hosted CRM solutions for SMEs

Hospital Launches Customer Care Initiative
Hopes to maximise levels of customer satisfaction

Identifying and Evaluating Loyalty Strategies Event
Pursway discuss the impact of social influence on customer loyalty

Consona Customer Management (CM) v7.0 Released
Customer driven release delivers lower cost of ownership

Intelestream Receives CRM Excellence Award
Customer Interaction Solutions recognize CRM Company

Contact Center Ranked First for Customer Service
Customer Service Benchmarking Ranks UWS No.1

Handled with Care Service Reduces Breakages
APC Overnight boost CNM Online customer service

Video Customer Care is Now a Reality with VideoVisit 
VideoVisit Enables Customer Care through a Live Video Link

GM Enlists Ritz-Carlton for Customer Service Training 
Ritz-Carlton Hotel management to teach good service

University Rewarded For Excellent Service Standards 
University of East London Rewarded For Excellent Service

Settler's Ridge Care Center Given National Award
Care Center recognized for outstanding customer service

Senator Calls for Tax on Call Center Offshoring
Proposed tax on US companies that are "offshoring"

BT Business in Drive to Improve Customer Service
Nuance Speech Recognition Helps BT Provide Better Service

SugarCRM iPad Application Leverages User Features
Titanium Enables First Native CRM iPad Application

Awards for Transforming Customer Experience
Putting customers first – seven award winning routes to success

Enhanced Contact Center System Implemented
Tokyo Marine & Nichido Medical Service Select Consona

Webster Bank Improves Client Support
Bank extends working hours at 89 Branches to improve service

LivePerson Team Scoop Customer Service Awards
The Listening Company's LivePerson Team Win Three Awards

Eptica Customer Interaction Software Growth Continues
Eptica maintains its position as 2009 European market leader

Cessna Honored With Customer Excellence Award
Cessna Aircraft Company named a winner of MarketTools ACE award

Study Reveals Insurance Customer Experience Levels
Insurance Industry phone service good but web needs improvement

Microsoft Customers Optimize Customer Interactions
NICE works with Microsoft to leverage cross-channel analytics

City Improves Customer Centric Services
Barcelona City Council increases its request handling target

CRM Software Enables Outlook Client Connection
Customer's emails automatically logged in journal notes

Call Zebra Reinforces Passion for Customer Service
Accident management company joins Institute of Customer Service

American Airlines Enhance Customer Experience
NICE SmartCenter suite helps American Airlines respond quickly

Virtual Hold Technology Improves Customer Service
New queue-management solution eliminates long hold times

Alteva Named Customer Service Department of the Year
Hosted VoIP provider recognized by the Stevie Awards

Analytics Helps Contact Centers Measure Performance
New framework identifies best practice processes

Banks Ranked in Customer Satisfaction Survey
Bank of America slide, Wells Fargo improve

StoneEagle Uses Soffront CRM to Improve Customer Support
Software solutions company improves service with Soffront CRM

Millennials are Needed to Provide Customer Service
Understanding the Millennial customer - it takes one to know one

Mobile Device Management Cuts Customer Support Time
Next generation of ActiveCare for mobiles launched

TeamSupport Adds Live Chat to Customer Support Toolkit
New technology enables real-time online problem solving

Sabio Set to Enhance Customer Experience
Sabio to Implement Customer Contact Infrastructure

Latest Survey Results on Customer Satisfaction
Improved technical support at Apple, Dell and HP

Police Force Committed to Customer Service
Greater Manchester Police are to wear name badges

Vertical Solutions Launch CRM Contact Center Solution
New technology enables sCRM and cloud computing

Rok Aims for Exceptional Communications with Customers
Building Company Selects ClickSoftware for Workforce Management

CWR Mobility Release Mobile CRM 4.2 for Microsoft Dynamics
Power of Microsoft Dynamics CRM extended to BlackBerry and iPhone

Customer Service Support software Revolutionizes Business
SysAid Technologies Launch CSS 2.0 Customer Support Software

Universities Challenged to Adopt Customer Centric View
Customer First sets its Own "University Challenge" 

Accountancy Firm Records Increase in Customer Satisfaction
Customer Service Improvements Result in Increased Satisfaction

Focus on Customer Service Strategies in 2010
Better online experience for customers is key

Auto eLending Site Rated No. 1 for Customer Service
Auto eLending Web site Ranked Highly by Auto Finance News

Contact Centre Innovation Awards Shorlist Announced  
Innovation Awards 2010 demonstrates exceptional improvement

Bank Enhances Customer Service With SmartCenter  
BB&T Selects NICE SmartCenter to Enhance Agents' service

Service Survey Says Customers are Ignored  
Salt & Pepper Group report on customer interactions

National Customer Service Awards Winners Announced  
Superheroes announced at the National Customer Service Awards

New Customer Services Manager for Autoglass
Glass repair company Autoglass appoints Sharon Marler as CSM

Contact Center to Implement Customer Contact Solution
'
Which' rolls out next generation customer service environment

Survey Reveals Customer Service Channel Usage
Travel companies slow to use social media, call centers dominate

Customer Service Executive of The Year Named
Michael Biondo Named Customer Service Executive of The Year

Pension Centre Wins Customer Service Award
Pension Centre has won Guardian Public Services Award

Top Ten Customer Service Trends for 2010
Contact centre specialist details action List to improve service

Insurance Customers Happy With Service
Survey reveals Australian customers rate Insurers Highly

AppRiver Wins International Service Excellence Award
Customer Service Institute of America Recognizes AppRiver

New Customer Service Center Opens
Fayetteville's Public Works moves support center

TeamSupport Now Available on Salesforce.com
TeamSupport brings customer service tracking to Salesforce CRM

Survey Shows Cost of Poor Customer Service
Survey of 16 countries shows poor service costs USD 338.5 billion

Airline Staff Get Bonus for Helping Customers
American Airlines pay USD 150 performance bonus

e-Commerce Company Ranked Top for Service
HSN Inc. rewarded for customer focus

Residents Demand Better Service
Rocky Mount residents say city must improve poor service

Hydro-Quebec to Cut 250 Customer Service Jobs
Union says company is poised to lay off workers

Microsoft Targets Salesforce.com and Oracle CRM
Microsoft offers six months' free access to Online CRM

Banks Must Improve Customer Experience
One in five switch banks because of poor service

Tesco Bank Set to Open New Service Center
Up to 1000 new customer service jobs created

Work at Home Call Centers on the Rise
Homeshoring trend making a big impact on business

Peak 10 Selected as Finalist for NCTA 21 Awards
Data center operator selected in customer service category

Training Axed to Help Survive Recession
One in three organizations cut customer service training

Britain's Got Customer Service Talent
Stars of the customer service industry uncovered

VIPdesk Create 100 Home-based Customer Service Jobs
Kentucky Residents to be Hired as Customer Service Reps

Contact Center Key Trends Highlighted
NICE Systems announce results of contact center benchmarking

Service Centre Achieves Accreditation
Southern Housing Group gains global standard

Public Services Awards - Shortlist Announced
Three organisations short listed for national customer service award

Phone Directory Wins "Best Service" Award
118 24 7 Service Wins "Best Service" and "Customer Service Agent

Ford Focus on Better Customer Service
Poor sales performance prompts drive to improve service

Social Networks Key to Looking After Customers
Customers are turning to social network sites to solve service problems

Top of the Shops Awards for Best Service
Customers vote on who gives best customer service

FairPoint Claim Customer Service is Improving
Communications company reports better performance

Verizon Launches New Customer Service Standard
Verizon Florida announces "Verizon Service Commitment"

Frustrated Customers Unhappy With Waiting Times
Survey Finds High Consumer Cost of Waiting

Food Safety Company Win First Place in Contact Centre Awards
AsureQuality recognized for professional customer service

Salesforce.com Make Use of Facebook and Twitter
CRM company Salesforce adds new social networking functions

Gas Company Top in Industry for Customer Service
Equitable Gas ranked first in 700 random customer transaction surveys

HighRise CRM Benefits from Further Integration
Leading SaaS software application improves customer communication

Supermarket Creates Jobs in Service Centre
Customer contact centre brings much needed jobs to financial industry

Regions Financial Corp Rated Top for Customer Satisfaction
Mortgage company ranks high in customer care despite economic times

KenCall Nominated for Call Centre of the Year Award
KenCall set to gain another impressive win in call centre outsourcing

Smart Card Survey Reports Happy Customers
95% of UK customers find their service very good or good

BSH Contact Centre Top for Customer Experience
BSH has won the coveted Total Excellence and Quality service award

Interest in Customer Service Week Soars
Putting customer service at this year's National Customer Service Week

Customer Service Representatives Shine in Down Economy
Performance of CSRs is key to contact center satisfaction

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