Extract from Customer Focus Magazine: Issue 31 (Jan 2021) Twenty-five thousand agents; multiple sites; every industry covered, dealing with every customer interaction imaginable. This is Capita – the UK’s largest…
There is no doubt we are navigating one of the most challenging periods in our living history. The events of the past year have shaken and changed the customer experience…
Handling and diffusing a heated situation takes skill and high levels of emotional intelligence; due to the impact of the COVID-19 environment organisations have seen an increase in the number…
None of us want to receive a complaint but when we do, how can we tackle it with the best mindset and use it as an opportunity to improve reputation…
Watch the webinar launch of the UKCSI January 2021 below. The Institute's Head of Research and Insight Brian Weston and CEO Jo Causon take us through why customer satisfaction is…
The Utilities sector has a UKCSI score of 72.7 (out of 100), 0.4 points higher than in January 2020 but 4.1 points below the UK all-sector average This is the sector’s highest score since the January 2019 UKCSI (73.8) although it is 2.4 points below the sector’s July 2017 highpoint. Utilities is the 12th highest rated of the 13 UKCSI sectors, ahead of Transport (69.9). ? Download the full report
By Jo Causon, CEO, The Institute of Customer Service As we navigate yet another national lockdown, the vital role of our essential workers has once again been thrust into the…
By Jo Causon, CEO, The Institute of Customer Service As we enter the new year, environmental and sustainability concerns have arguably never been higher on the agenda. The incoming Biden…
Watch below the Breakthrough Research Launch on Green Goes Mainstream? Customer service and the green agenda. The Institute's CEO, Jo Causon and Head of Research & Insight, Brian Weston, talked…
By Jo Causon, CEO, The Institute of Customer Service To begin my first column of 2021, I’d like to wish you all a very happy New Year. I hope you…