Below you can find recent media coverage and events for The Institute. If you would like to discuss a media opportunity with us or request a comment, please get in touch.
ITV News: Customers – Are We Being Served?
According to our latest UKCSI, poor customer service is costing UK businesses £11.4bn a month in lost productivity, with employees averaging one day a week dealing with problems. Jo Causon, the Institute’s CEO, discusses the importance of embedding a service-led culture and the impact of customer issues on productivity.
Forbes: Thank You For Not Calling! Agents Are On The Verge Of Burnout
Customer abuse of public-facing workers remains high, which is causing many call center workers to experience burnout as a result…
Poor customer service costs UK firms billions – so why can’t they get it right?
Our latest January 2023 UKCSI revealed that employees are spending an average of 4.8 working days a month dealing with…
Water Industry Journal: Harnessing technology with people for better service outcomes
Our recent Breakthrough Research, “A Connected World?” explores the theme of digitisation and how it applies to customer service. Many…
Forbes: If More Is Not Done To Protect Agents, Customer Service Standards Will Fall
The latest results of our Service with Respect campaign polling have revealed that over the last six months, 45% of…
ITV News: Retail staff report spike in customer abuse as soaring cost of living ignites tempers
The latest results of our Service with Respect campaign polling reveal a worrying spike in abuse towards frontline staff. This…
BBC Breakfast: Customer Service Staff Abuse feature – 28 October 2022
Our new polling data reveals that customer abuse of public-facing worker has risen significantly in the past six months. See…
Trust is key to maintaining customer spending through the cost of living crisis
New research conducted by The Institute of Customer Service reveals that ineffective recruitment costs the UK £17.6bn annually.
Jo Causon on NCSW 2022, BBC Radio Wales
Listen to the Institute’s CEO, Jo Causon, discuss the importance of National Customer Service Week as a celebration of customer…
Mariella Frostrup, Times Radio
Our research with customers suggests that interactions with chatbots can be amongst the least satisfying and most annoying experiences with…