Two-thirds of consumers in the US, UK and Australia will only call a free customer service number as a last-resort when all other options have failed. 241 more words
Tags » CustServ
British technology journal Computer Weekly recently reported that 72% of large companies are planning to increase their use of outsourcing in 2015.
It is no surprise that organisations are now using outsourcing as a business strategy. 329 more words
As customer service has become more complex, it has become more difficult for retailers to capture and work with a single view of their customer. The explosion in channels over the past five years means that customers will often be communicating with companies using Twitter or Facebook, or via a review on a rating website, rather than just calling the customer helpline. 337 more words
It’s December again. As we slide towards the end of the year, retailers are enjoying their pre-Christmas rush and events like Black Friday and Cyber Monday offer consumers an opportunity to reduce their festive spend, but there is a different dynamic in the energy utilities at this time of year. 439 more words
A recent report by the industry analyst Peter Ryan at Ovum was titled ‘customer experience should be the key focus for outsourcers.’ It contains some great insights. 304 more words