Amazon still top of UK customer satisfaction index
Amazon is still number one in the UK Customer Satisfaction Index (UKCSI), published by The Institute of Customer Service. With a customer satisfaction score of 86.7 points (out of 100) this is the sixth consecutive time consumers have rated Amazon number one. Eight non-food retailers make up this year’s top 20, and the retail sector […]
AWS unveils Amazon Connect for contact centres
A new contact centre service, Amazon Connect, has been launched by Amazon Web Services (AWS), providing users with a self-service, cloud-based platform and the ability to create their own contact centre, moving AWS into the profitable customer service market. Amazon Connect is cloud powered and based on the contact centre technology used by Amazon’s e-commerce operations. […]
‘Your call is valued’ most annoying queue time feature, Which? reveals…
A new study of 2,260 Which? members found that being told ‘your call is valued’ was the most annoying feature when waiting in a queue for an operator to answer (47 per cent); followed by being directed to the company’s website (28 per cent) and apologies for all operators being busy (11 per cent). Regarding sounds played over the phone whilst waiting, an engaged […]
