7 factors influencing the future of customer service measurement
The Institute's research reveals a number of areas that organisations should measure to gauge customer satisfaction levels
Mind the gap
Employers are struggling to fill vacancies because they can't find people with sufficient 'customer handling skills'. But there is a solution
5 structures for successful customer service
We consider the top factors identified by business leaders as instrumental in enabling excellent customer service
UK public sector leaders call for shared vision to improve customer service, despite financial pressures
UK public sector leaders are calling for a shared vision for improving customer service, according to a new report from the Institute.
Switch in a week legislation comes into play
On the 16th September the Payments Council launched a new -'7- day Switch'- account switching service (also called the Current Account Switch Service).
Budget 2014: Focus on customer service is central to business competitiveness and growth
The Chancellor George Osborne delivered his Budget Statement to Parliament this week and announced a number of measures to boost business and economic growth.
Are you being engaged? (2014)
Employee engagement and its influence on customer satisfaction and buying behaviour