Which? customer service poll reveals 2017 best and worst brands
Consumer watchdog Which? has revealed its best and worst brands for customer service, with First Direct, Lakeland and Lush all topping the polls for 2017. The survey, carried out with more than 3,000 Which? customers, found that First Direct ticked all the right boxes when it came to customer service, finishing ahead of cosmetics retailer […]
Kura’s new report ‘The People Factor’ explores the nature of customer service
Kura recently teamed up with Ember Services to produce a new report The People Factor report, which explores the future nature of work in customer service. With an ever-growing proportion of transactions now being conducted using automation, digital channels and customer self-service, it’s no surprise that most businesses and analysts expect the shift to automation in […]
Here are the best and worst UK energy providers for customer service
The Citizens Advice Bureau has revealed the energy companies with the best and worst customer service records in the UK. Extra Energy received the lowest score of Citizens Advice’s star rating system for energy suppliers for the second time – with a lower overall score. The company received 2.05 stars, lower than the 2.5 stars it received […]
EE brings 1,000 jobs to UK & Ireland
100% of EE customer service calls will now be answered within the UK and Ireland as the company has created over 1,000 jobs in the last year. The announcement follows parent company BT’s announcement of introducing 500 more positions to tackle increased customer demand. Unlike its parent company, EE is among the least complained about mobile companies […]
Top tips for workplace recovery
Business continuity is critical for building resilience within your company by allowing you to work through a disruption and giving you time to recover. Most understand the need for business continuity, but it’s often seen as too expensive or time consuming to address, but this doesn’t need to be the case. IT and recovery specialist […]
Positivity Pays in 2017
Almost three quarters of Brits anticipate a more positive 2017 than 2016, which could see an increase in public spending. A study by the Institute of Customer Service showed customers are 69% more likely to spend if they are surrounded by positivity, which could lead to good news for businesses as 73% expect this […]
BT to add 500 jobs to meet customer service targets…
British Telecom (BT) has declared it will add a further 500 frontline customer service positions to its bases across the UK and Ireland. Due to the continuing growth of the company’s BT Consumer division, contact centres in Doncaster, Accrington, Swansea and Warrington are expected to benefit the most, and the new roles are in addition […]
Noble’s RTSA endorsed by permanent tsb to improve contact centre performance…
Noble Systems’ Real-Time Speech Analytics (RTSA) has been adopted by the Irish banking chain, permanent tsb, in a bid to enhance all contact centre controls and further improve its customer service offering. Noble’s Composer RTSA claims to ‘listen’ to all agent interactions and assigns an individual virtual coaching partner to provide agent feedback when needed. […]
Guest Blog, Heather Richards: The ‘crystal ball’ of customer service…
If the US election result tells us anything, it’s that the ability to predict results is neither easy nor guaranteed. Any pollster or political commentator can now tell you that there’s a world of difference between what someone says and what they actually mean. It’s something that centre agents instinctively know to be true; customers can ask the same question in […]
Industry Spotlight: New original research produced by Kura and the CCA…
Service executives are challenged on a daily basis with improving their customer service offerings. Through new, original research, Kura and the CCA asked the critical questions to understand where businesses are positioned today and their ambitions for the future. Our infographic displays some of the key highlights from this research. Interestingly, one in five respondents believe that their customer service advisors […]
