Category: Complaint Handling & Contact Centres

Better Complaint Management Through Customer Journey Mapping

Nobody wants to receive a complaint about their product or service, but the reality is that we can’t please all of our customers all of the time.   The time when customer complaints were hidden is now thankfully long gone. Appearing as...

0
(0)

Uk-Based Geomant Aquires US Firm as Part of ‘Ambitious Growth Strategy’

UK headquartered systems integrator Geomant , which specialises in contact centre technology and digital engagement solutions, has acquired US-based Inova Solutions. Inova, now known as Inova Solutions – a Geomant Company is a global provider of real-time performance management and visual communication...

0
(0)

The Fourth Industrial Revolution and the Path to Digital Transformation

This article was co-authored by Josh Ayres, Head of Emerging Technology at IP Integration.   This week, 5,000 Contact Centre professionals descended on London for the Call and Contact Centre Expo – a two-day, annual event centred around Customer Experience management.  Exhibitor stands and...

0
(0)

Quiz: How Well do YOU Know Your Contact Centre?

Daniel Ord is the Founder of OmniTouch International, and one of the global Contact Centre industry’s most influential figures.  With over 30 years of experience under his belt, Daniel is bringing his expertise to a wider audience with a new Masterclass...

0
(0)

‘So, how did YOU get into the Contact Centre Industry?’

Daniel Ord is the Founder of OmniTouch International, and one of the global Contact Centre industry’s most influential figures.  With over 30 years of experience under his belt, Daniel is bringing his expertise to a wider audience with a new Masterclass...

0
(0)

Judging at the UK Complaint Handling Awards: What I Learned

Basia Szumska-Hare judged at the 2019 UK Complaint Handling Awards in London earlier this month. So, it’s Friday March 8th in London, the sky is blue, the children didn’t complain about getting ready for school, and I didn’t hear any complaints of...

0
(0)

2019 UK Complaint Handling Awards: Winners Celebrate Victory in London

The 2019 UK Complaint Handling Awards have taken place in London, celebrating the people and  initiatives behind some of the best customer service operations in Britain. Hosted by Awards International – holders of an Independent Awards Standards Council Gold Trust Mark – the...

0
(0)

How Effective is Your Complaints Procedure?

So, you have an effective complaints procedure in place; you are engaging with customers, finding problems and working through solutions, but just one important question remains: “How well are we doing?” There is, of course, one clear sign of an effective...

0
(0)

B2B E-commerce Lagging Behind B2C for Customer Experience

Poor product visualisation is preventing almost a quarter of B2B customers from making purchases online, according to a new report. E-commerce agency PushON surveyed 500 key business decision makers from up and down the country and found that although the majority of B2B...

0
(0)

Aptean Unveiled as Sponsor for 2019 UK Complaint Handling Awards

Software solutions firm Aptean has joined the UK Complaint Handling Awards as a sponsor ahead of the 2019 event in the heart of London. The global company, which helps streamline the operations of over 2,500 organisations in 54 countries, has joined...

0
(0)

Ecoscheme Joins 2019 UK Complaint Handling Awards as Sponsor

Bespoke complaint management firm Ecoscheme is joining forces with the UK Complaint Handling Awards for their 2019 gala ceremony in London. The annual event, which is hosted by Awards International, is the UK’s premier celebration of the best in British customer...

0
(0)

Complaint Handling Conference Brings Together UK’s Top Customer Service Leaders

Alongside two exclusive conferences focusing on sharing best practice in Customer and Employee Experience, comes a summit on one of the most crucial aspects of modern customer service – complaint handling. Taking place in London on December 12, Winning With Complaint...

0
(0)

A United Approach to Revolutionising Complaint Handling

The 2018 UK Complaint Handling Awards took place in London in February, and as a Customer Service Trainer, I was honoured to be invited to join the panel of judges. Our panel was given responsibility for judging the Proactive Complaint Handling...

0
(0)

BT Business & Public Sector: Complaint Handling Team of the Year

BT’s Business and Public Sector Complaints team has picked up one of the top honour at the 2018 UK Complaint Handling Awards. They won the coveted Team of the Year award at the gala event, which was held at London’s Park...

0
(0)

Giffgaff/Firstsource: Gamechangers in Complaint Handling

An overhaul of how complaints are dealt with has earned mobile provider Giffgaff a UK Complaint Handling Award along with the firm’s outsourced contact centre provider Firstsource. The companies were finalists in the Best Personal Entertainment & Telecoms category, where they...

0
(0)

Thomas Cook: Complaint Handling now ‘Embedded in DNA’ of Firm

Thomas Cook are used to taking customers on journeys to holiday destinations across the globe, so when the firm embarked on a “transformation journey to deliver a Centre of Excellence for complaint handling”, they knew exactly how to go about...

0
(0)

Resolver to Partner UK Complaint Handling Awards

Online complaint tool Resolver has become a partner of the 2018 UK Complaint Handling Awards, which takes place later this month. The daytime event, hosted by Awards International, is being held in London’s Park Plaza Riverbank hotel on Thursday February 22,...

0
(0)

Resolver: How we Make Complaint Handling Easier for Both Customers and Businesses

With the 2018 UK Complaint Handling Awards just around the corner, CXM spoke with James Walker, the CEO of awards partner Resolver, the online complaints portal that helps consumers raise and resolve issues quickly and effectively. In our exclusive interview,...

0
(0)

New Partnership Brings Complaint Handling to the Next Level

The firm behind the Customer Experience Awards, Awards International, has joined forces with online complaints platform Resolver  to announce an exciting new partnership which aims to promote effective complaint handling in the UK. Awards International also host the upcoming UK Complaint...

0
(0)
1 2 3 4