Customer Service News

May 2015

Retailers Failing at Email Customer Service
Research finds web best channel for retail customer service

Recreation Department is on a Mission to Improve Service
Customer service has been recognized as a top priority

CORGI HomePlan’s Helping Hand to Beat Winter Freeze
New resources unveiled to help customers

Insurance Company Secures Place at Top 50 Awards
Chaucer Direct wins a place in all four categories

Poor Customer Support Can Actually Kill Sales
Survey shows poor support ends customer relationships

Customer Service Benchmark: Q2 Findings Revealed
Overall customer satisfaction rises 2 points

Virgin Atlantic Hopes to Boost Social Media Customer Care
Airline will listen and engage with customers on social media

Internet of Things Set to Cause Customer Service Revolution
Customer service as we know is about to change forever

What Type of Complainer are You?
TV Documentary Sheds Light on Nightmare Customers

Carpeo Win Customer and Staff Care Award
Praised for staff motivation and customer management

How Banks Can Improve Customer Loyalty With Big Data
Technology identifies customers who are looking to leave

TeamSupport Grab Stevie Award for Customer Service
Software firm hit the sales and service grade

US and UK Customer Service: Differences Revealed
Study shows contrasting responses of consumers

How Do Customers Want to Contact You? [Infographic]
53% decrease in popularity of Landline phones

Fusion Contact Center Helps Next Generation
Employees support Prince's Trust initiative

AsiaInfo Nominated In Telecoms Awards
Cloud-based RTSS solution shortlisted

Contact Centers Still in the Quality Monitoring Dark Ages
Spreadsheets still in use to monitor contact center agents

Companies Losing out due to Poor Customer Feedback Measurement
Digital marketers urged to improve online customer feedback

Contact Centres Struggling to Manage Multiple Channels
Just 15% of agents are easily able to track customers across channels

Customer Experience Management Comes to Istanbul
Event will bring together CRM and marketing experts

US Businesses Lose Millions as Customers Fight Back
Survey reveals $41 billion lost due to bad service

Retailers Failing to Capitalize on Online Retail Surfing
Online stores are missing a trick this Christmas

iAdvize Launches Live Chat Solutions in the UK
Customer service tool expands across Europe

Bringing Service In and Out of the Customer Service Centre
Homeworking helps Tesco's employees improve work life balance

Global Customer Satisfaction on the Rise
Biggest gains are in emerging markets

Mobile Customers Prefer to Contact Call Centers by Phone
More that 40% of customers say they use phone to solve problems

United Biscuits Achieves Cost Savings With New Service Desk
Service Management and Self-Service boosted IT efficiency

Papa Murphy’s Service Is In a League of Its Own
Quick Service Restaurant Study 2013  Released

CX Event To Provide Transformational Customer Insights
Attendees will learn how to deliver a seamless experience

Virtela Named World Leader in Customer Satisfaction
Cloud services company honored at Business Awards

Sprint Plan to Cut 800 Customer Service Jobs
Job losses due to less calls to contact centers

Top Burger Chains for Customer Satisfaction Revealed
In-N-Out Burger, Five Guys and Whataburger reign

Zendesk Reimagines Customer Service With Help Center
New portal makes self-service a first-class experience

Customer Satisfaction Rebounds According to Zendesk
Average customer satisfaction rating reaches 81 percent

PPL Shortlisted for Customer Experience Awards
Licensing company recognized for customer service

The rise of the CRM Customer Engagement Center
Digital technology has significant impact on organization’s performance

Kcom Helps Voice and Data Resellers Better Connect with Customers
Digital technology has significant impact on organization’s performance

BMJ Enhances Customer Service and Sales
NewVoiceMedia cloud contact centre deployed

Customer Service Expectations Keep Increasing
Consumers want to be helped quickly and efficiently

Brandon Read Recognized as Top Performing Apprentice
New app provides quick feedback to a manager's mobile device

LRS Survey Software Helps Managers Respond to Service Issues
New app provides quick feedback to a manager's mobile device

SYNETY Integrates CloudCall Application with GoldMine CRM
Software supports more efficient customer interaction

2013 Best Practice Customer Operations Guide Out Now
'Putting People First' published by Professional Planning Forum

Ombudsman Services Selects Cloud-based Contact Center
Intelecom management portal replaces telephony system

Voice of the Customer Pioneers to Share Feedback
Confirmit Community Conference dates announced

Powerdial Services To Deploy SmartVoice Viewpoint
Software will improve customer service via feedback

Call Center Musical Boost for City of Culture
Firstsource Solutions employees' talent recognized

Banks Warned Not to Ignore Social Media
Changing customer needs present opportunities

Sabio to Deliver Contact Center Skills and Technology Training 
Focus will be on Avaya, Verint and Nuance technologies

Walmart Ranked Lowest in Latest ASCI Survey 
Retailer bucks trend in rising satisfaction scores

Consumers are Getting Used to Mobile Self-Service 
[24]7 extends IVR to mobile web on smartphones

Firstsource Taps into Customer Behaviour with FCI 
Outsourcer launches multi-communication instrument

Call Centre & Customer Service Awards Now Open 
Event will celebrate success and industry excellence

Research Reveals Mobile Customer Loyalty is Fragile 
40% of subscribers at risk of churn according to study

TeamSupport Named a CSM Trend Setter
Customer support software ranked highly

Intelligent Customer Service Outsourcing Drives OVIVO Mobile
Service level agreement (SLA) targets met or exceeded

Next Telecom Win Australian Customer Service Award
Aldi, Lidl, Iceland, Tesco, The Co-operative affected

Half of Customers Will Boycott Horse Meat Stores
Aldi, Lidl, Iceland, Tesco, The Co-operative affected

Insurers Struggle to Deliver Online Customer Experience
Study uncovers growing chasm between best and worst insurers

Creating an Insurance Customer Experience Management Strategy
Treat each customer as an individual or risk being left behind

Grosvenor Hotel to Get Guest Experience Training
Hotel group to enhance customer experience

Complexity Increases in Measuring Customer Experience
ClickFox analyses multiple customer service touch points

Virgin Holidays Increases Productivity Using Self-service
Service Center selects Encoded payment option

Constant Innovation Is Key to Customer Satisfaction
Internet companies must constantly innovate to lead

CustVox Launch Free CEM Maturity Assessment Tool
Innovative online tool helps measure CEM maturity

ComputerTel Launch New Customer Charter
Telecoms company demonstrates commitment to quality

Cobweb Solutions Improves Customer Service with Sostenuto
End users to benefit from using Sunrise Software Service Desk

Contact Center Supports Local Library
Fusion donates to Community School

Vendors Struggle to Integrate 360-Degree Customer View
Ovum reports BI and analytics require further investment

Netplan's VCloud Chosen for Entegraty's Sage CRM
Knowledge and expertise propelled the decision

Zendesk Celebrates Signing of 25,000th Customer
Achievement rounds out year of milestones

Agent Link's Customer Satisfaction Levels Reach All-Time High
Insurance Company is proud of its final quarter testimonials

First TransPennine Express Scoops Customer Services Award
Train company recognized at the Social Buzz Awards

Father Christmas Measured for Customer Service
Shock study reveals Santa's seasonal performance

Organizations Shortlisted for Customer Contact Innovation Awards
Awards showcase new solutions to improve the customer experience

Software Provides New Insight Into Customer Journeys
SpeechStorm Fellini tracks end-to-end customer paths

Top Brands Tested for Social Customer Service
14 of the nation's top brands tested on Twitter

Home Deliveries Optimized for the Holiday Season
Paragon HDS software helps meet customers demands

Ticksy Releases New Customer Service Tool
Accessible web-based customer support system

Tesco Customer Service Team Support Life-Saving Work
Fundraising will support early cancer detection projects

Winners of Customer Service Innovation Awards Announced
Barclays Bank, FedEx and Turkcell Global Bilgi honored

Retail Customers Facing Average Service This Christmas
Growing chasm between best and worst online experience

Contact Centre Manager Wins Car for Customer Retention
Employee given car in recognition of their performance

One-third of Consumers Switch as a Result of Bad Service
People frequently feel dissatisfied with customer service

Brits Love to Shop Online Using Their Smartphone
23 percent have shopped online using their mobile

Is the Loyal Customer a Dying Breed?
Kcom and CCA reports reveals all

Pershing Awarded Gold Class Certification by CSIA
Gold certification reflects high service center performance

Rentokil Honored with 'Supplier Excellence in Execution'
Recognized for customer service, quality and delivery

National Award Nomination for Analox Customer Service
Named as a finalist in Customer Feedback Strategy award

Revamped Customer Service Portal Released
Cloud-based software delivers enhanced support

Seminar Attracts Record Number of Contact Center Leaders
National event aims to raise standards with workshops

NHS and Eptica Win at Customer Contact Awards
Sherlock software enables service transformation

Top Call Center for Customer Service Revealed
Dignity Caring achieve highest overall score

VSI and SkyTrace integrate Service Management
Expands field service management monitoring

Companies Struggle to Deliver Online Customer Service
Study finds businesses unable to answer questions

Consumers Demand Customer Service via Social Media
NM Incite study reveals customers seek social channels

Plus Dane Group Win Best Customer Experience Award
Housing group recognized at Contact Centre Awards

Tesco Customer Service Centre 'Apprentice' Charity Challenge
Charity over the moon with money raised by Tesco volunteers

Eight Technology Integrates SYNETY's CloudCall
Telephony suite enriches customer enquiry system

PeriscopeIQ Introduces PeriscopeCX Customer Experience
Management solution provides reliable, actionable metrics

Maximizer Software Offers CRM Mobility Masterclass
Webinar will be about web-accessible platforms

Value of the Cloud Outlined at Customer Service Conference
Impact of mobile on multi-channel service also discussed

Customer Service is Getting Worse in 2012
Survey results report downward trend

VoIP Supply Success Attributed to Support Team
Customer Service week celebrated with awards

Call Center & Customer Service Awards - Winners Announced
Best and brightest shining stars of customer service revealed

National Express Launch First Customer Charter
Coach Stations celebrate customer service week

Ginsters self-service Desk Satisfies Employees
Pastry maker uses Sostenuto Service solution

Firstsource Solutions Wins Outsourcer of the Year
BPO service provider wins European Call Center Award

Book Throws New Light on Service Failure 
Jeff Toister offers fresh, practical insights

mplsystems Launches Contact Center Apps
New suite enables smartphone interactions

Avaya Earns Nemertes Award for Contact Center
Rated highly for customer service and value

Senior Citi Staff Take to the Front Line
Bank hopes to improve service levels

Customers Don't Always Complain About Bad Service
Survey reveals 91% of customers do not speak up

Sun Chemical Wins BPIF Customer Service Excellence Award
Peter Hicks collects award on behalf of service center team

R Systems Implements Vertical Solutions to Support Contact Centers
VSI segmented solution enables automated business processes

Macmillan Support Shortlisted for Third Sector Excellence Awards
Telligent customer recognized for innovative online community

Powerdial and Sinclair Voicenet to Provide Recording Solutions
Interaction recording and contact center applications extended

Zendesk Unveils the New Face of Customer Service
Receives fresh funding to fuel customer revolution

Government Minister Opens New Sabio Support Center
Company invests in advanced Glasgow-based facility

Altitude Software Provide World-Class Contact Centers
Mellon Group of Companies win two awards

Veritek Starts Major Service Agreement With Epson
Epson meets customer's demands with enhanced support

Hornbill Supportworks IT Deployed by Lufthansa Technik
ITSM Enterprise solution meets demands of support desk

Vertical Solutions Releases HTML5-Based CRM Software
New solutions run on all popular mobile platforms

Greg Ubert Shares Tips for Awesome Customer Service
Customer service is key to happy customers

Don't Forget the Telephone Warns Customer Service Expert
On Hold CEO says telephone-based support still preferred

Home-Based Customer Service Jobs Available at VIPdesk
Vacancies exist for virtual "Brand Ambassadors"

SmugMug Hero is Passionate About Quality Customer Service
Photo-sharing website sets new benchmarks for service

Credit Card Customer Satisfaction Improving
American Express takes top spot in survey

Industry Leaders Debate Social Media for Better Customer Service
Brand loyalty, acquisition and reputation management on the agenda

Vertical Solutions and Cameo Solutions Provide Call Connector
Xpress Call Connector will ease access between VSI's

People's Postcode Lottery Hits the Customer Service Jackpot
Eptica increases sales and helps raise money for good causes

NewVoiceMedia Shortlisted in CCA Excellence Awards
SHL compete for Customer Service Team of the Year

Verizon Wireless Ranks Highest in Wireless Customer Care
J.D. Power and Associates report reveals top wireless carriers Turns Cloud-based CRM on its Head
Web CRM system brings businesses together

NewVoiceMedia Gets Customer Experience Patent
Intelligent routing gives customers answers

Employee Insights and the Customer Experience
COO of PeriscopeIQ to address 2012 CXPA

Customers Unhappy With Social Media Service
Retailers and banks attract most complaints

Customer Services Software for Smartphones Trialled
Jacada Mobile Agent aims to create richer interactions

YO! Sushi Customer Feedback Hits 100,000 Responses
ORC reveals results of We're All Ears satisfaction survey

Figleaves Provides Enhanced Customer Service With Intelecom
Call center uses cloud-based contact management portal Connect

Consumers Who Get Excellent Customer Service Spend More
Investors in customer service receive 53% more purchases

Customers Flood to Social Networks to Speak to Brands
A third of people have already interacted via social media

Nuance Research Questions Demand for Live Agents
Survey reveals consumer preference for self-service

TMT A-Listed for Excellent Customer Satisfaction
Real Estate company recognized for excellence

Servion Increase Sales of Call Center Applications
Customer interaction management in demand

Jacada and Datapoint Deliver Service Solutions
Customer experience capabilities extended

Co-op Chooses Sunrise Software to Boost Service
Channel Island customers enjoy faster response times

Intact Recognized by Cisco as Contact Center Partner
ICT service provider gains enterprise ATP status

Genesys SIP Server Extends Customer Service
Customer service agents empowered by software

Zendesk Analytics Gets to Know Silent Customers
Socitm recognizes council with help from Axios assyst

Dudley Council Scores High on Customer Service
Socitm recognizes council with help from Axios assyst

Telappliant Champions VoIPOffice Telephone System
Successful online rollout at Let’s Get Digital

Enghouse Interactive Customer Interaction Index Results
State of customer interactions in U.S. business revealed

Free Customer Service Highlighted in New Guide
William T. Pearsall shares service techniques

CustVox CEM Partner With WeBank
Deal will strengthen Voice of the Customer

NHS Increases Customer Service Efficiency
Eptica delivers answers to 3 million calls

Emerging Markets Use Social Media for Customer Service
Ovum survey reveals web savvy consumers in China and India

AMS Imaging Receive Diamond Support Award
Hyland Software present prestigious service award

PageOne Retains Outstanding Customer Service Status
Investor in Customers Recognizes mobile company

Poor Telephone Customer Service Loses Customers
Natterbox poll finds six in ten customers go elsewhere

Jacada UI for CRM Helps Call Center Interactions
New product will revolutionize customer experience

Companies Challanged by Fragmented Customer Channels
Report from Pitney Bowes reveals barriers to communication

Office Depot Finalist in Stevie Awards
Competition recognizes service excellence

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

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