Eptica has announced that it has been included in Gartner Inc’s “Magic Quadrant for the CRM Customer Engagement Center (CEC)”. This marks the second consecutive year that Eptica has appeared in this Magic Quadrant. According to Gartner, the Magic Quadrant for the CRM Customer Engagement Center examines the market for global customer service and support [...]

The Service Desk Institute has announced the appointment of two new auditors and an industry analyst to its Professional Services Team. The appointments are part of a rapid expansion programme in response to growing interest in the SDI’s qualifications, service desk certification programme and consultancy services. Carla Thornley, Auditor and Trainer, has had a successful career [...]

A real team effort! Winning the Customer Services Award for the fifth time in eight years made it feel right for the whole team to take centre stage at the 2015 Gas Industry Awards Gas customers across Wales & the south west of England can rest assured that Wales & West Utilities puts customer service [...]

Recruitment Open Day to be Held for 300 New Jobs

Firstsource Solutions has announced details of its recruitment open day for 300 new full-time jobs in Cardiff, UK.

Confirmit Announces 2015 Ace Award Winners

Confirmit celebrates industry-leading clients for their dedication to customer experience with the 10th annual ACE Awards

The Importance of the “Little Things” in Customer Service thumbnail

“Little things” can make the difference between success and failure for a company. John Tschohl examines the minor details that can put a smile on the face of our customers.

A new study by LogMeIn, Inc. and Ovum reveals a significant disconnect between what today’s mobile, always-connected customers have come to expect from customer service and what contact centres are delivering.

The Customer Experience Professionals Association (CXPA) has announced the winners of its 2015 CX Innovation Awards. Crowe Horwath LLP, John Deere, Optum, Sandy Spring Bank, and Western National Insurance Group were the winners and  additional finalists were also honored. The awards were presented during the CXPA’s annual Insight Exchange event, which was held at the [...]

Genesys, a leader in customer experience and contact centre solutions has announced its integration with Skype for Business.

In response to the Financial Conduct Authority’s Consultation Paper on Improving Complaints Handling [CP14/30], Aptean – a leading provider of customer complaints handling software in the Financial Services sector – has conducted a user group with industry representatives to gauge their thoughts on its pending implementation. Here, Duane George, Respond Product Director at Aptean, discusses [...]

Many companies that claim to offer good customer service in reality are grounded in an operations mentality. Here are six things that really make the difference.

How to Move Lost Customers into Profit

Everyone says the customer is important, but only a few savvy companies invest the time, effort and financial resources needed to build a loyal customer base. In this article you’ll learn how to move lost customers back into the profit zone.

To facilitate the holy grail of the digital customer experience you need a lot more than just some general online feedback or survey tools.

The digital revolution has forced companies to re-evaluate their customer communication programs and marketing tactics. Here are five new customer behaviors all customer service managers need to know.

Are You in the Customer Service Fast Lane?

Some companies deliver added value with their customer service and are recognized for it. These companies are in the “customer service fast lane”. Are you?

15 Principles for Complete Customer Service

In this article Ken Wallace presents his fifteen principles for complete customer service.

Going against the grain of customer service training, how about we train our customers?

The Three Worst Words in Customer Service

By changing a few words, you can turn a bad customer experience into a great one.

Companies need to be aware and observant of situations where employees exceed customer expectations and make it part of their standard practice.