On the 24th September, we launched our latest Breakthrough Research*: The Procurement Partnership – Developing relationships to deliver excellent customer service though procurement. The key purpose of the research is to identify best practice in procurement of services and capabilities…
New research reveals more than half of customer-facing employees have experienced increased hostility from customers during the coronavirus crisis Two-thirds of customer facing staff feel under greater pressure as they’re being asked to perform extra duties, some of which may…
By Jo Causon, CEO, The Institute of Customer Service As lockdown restrictions continue to ease and more and more businesses open their doors, the lasting impact of the Covid-19 crisis on the customer experience environment is becoming clear. The results…
