Industry News
Customer service 'should receive biggest investment when it comes to social media'
Different teams in a business may need social media management technology, such as the marketing division, but no department needs more investment when it comes to using online networking platforms than customer service. This is the opinion of Steven Klimek, managing director of aviation consultancy... more
News-in-Depth: Customer service professionals easier to recruit after Olympic Games?
Finding the right customer service professionals to use call handling technology may be easier than ever after the Olympic Games in London, as large companies are training their staff and volunteers in this skill ahead of the international sporting event. McDonald's has announced it will invest... more
Whitbread invests in good customer service for Olympics
Thousands of extra consumers will come into the UK this summer when the Olympic Games are held in London and one company is investing heavily in high-quality customer service beforehand. Whitbread, which owns brands Premier Inn and Costa, has poured in excess of £1 million into training its st... more
News-in-Depth: Poor customer service causes Brits to switch insurer, survey says
The poor quality of customer service in the UK is leading people with insurance to switch provider, it has been reported. Ernst & Young's Global Insurance Consumer Survey showed nearly half of those signed up to non-life cover claimed they were not contacted at all as the renewal date for t... more
Customer experience 'biggest priority for most US companies this year'
Customer experience is the biggest priority for most US companies this year, a new report from the National Retail Federation and KPMG has shown. The poll of 247 retail executives showed 67 per cent of companies rank the satisfaction of the consumer as their most important strategic initiative for ... more