Virgin Care’s Customer Services Team, which oversees complaints and queries on behalf of more than 200 NHS services across England, has been shortlisted for a Patient Experience Network award for having centralised the company’s customer services function into one system..

PPL Electric Utilities’ proactive outage alerts, introduced last year to better inform customers and improve service, have been honored in a major industry awards competition..

A recent study said that four in 10 senior executives in large companies don’t know the lifetime value of their customers. Surprised? Here are six steps to understanding and applying a customer’s lifetime value..

Research suggests that service providers are not doing enough to listen to and understand the needs of their customers..

We’ve all had those customers that come looking for an argument when an issue arises. The number one way to win them over? Use empathy..

Businesses are failing to adequately address the concerns their customers are posting on social media, citing poor response times and a lack of understanding or appreciation of the problem as being the main issues. Here are my top tips to getting it right..

More and more organizations are recognizing just how important a deliberate and intentional customer-focused culture is, but few companies do it well. Here are 12 simple steps to ensure your organization is maximizing this important competitive advantage..

Forward thinking companies are using social media to further engage their customers. Here are five tips to help you use social media to take your customer service to the next level..

By spotting customer complaints and dealing with them in a swift and professional manner, these once angry customers can be turned into loyal users who help, rather than hinder, your reputation. Learn more in this article..

A new study from CV-Library reveals how customer service employees believe ‘workplace perks’ are pointless and that most would rather bank the money..

Verint Systems Inc. has announced that it has been named a 2015 CX Impact Award winner..

NewVoiceMedia has been named a finalist in the B2B Customer Excellence, Best SaaS and Cloud CRM Solution of the Year categories of the 2015-16 Cloud Awards Program..

The big day is here and everything is ready. It’s show time! Here are ten tips to help ensure that your next business event is successful and your customers look forward to your next invitation..

Twelve organisations have been shortlisted to win the 2016 Customer Contact Innovation Awards. The winners will be announced at the Gala dinner on April 26th at the close of the annual Customer Strategy & Planning conference organised by The Forum..

CGS has announced the acquisition of Mas Cerca Contact Center, the Chile-based business process outsourcing (BPO) provider..

Temkin Group, a leading customer experience firm, has published its annual list of customer experience trends. As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” Here are the top trends to watch..

Study Reveals Brands are failing at personalization, causing customer experience to suffer and demonstrating need for contextualized experiences..

Do you offer customer-friendly pricing? Or, are your customers surprised to find that fees, surcharges or other costs have been added to their bill and that their total cost is more than they expected?