Given all that is happening in the world right now, from the escalating cost of living crisis to the recent conflict in Ukraine, we could be forgiven for feeling a little overwhelmed. This sentiment is heightened by the increased emphasis…
Do you remember ‘normal’? It certainly feels like long a time ago… We’ve had a pandemic that tested families, communities and businesses to the limit, stretched on for two years and has now left most of us working in a…
It may feel like we have said this time and again over the past few years, but the UK (and, indeed, the world) is facing one of the most challenging periods in our history. The escalating cost of living crisis,…
It has been interesting to observe the growth and evolution of customer service over the past decade, and none more so than the past two years. The pandemic served to highlight the true value of those working in service roles…
On the face of it, our January 2022 UK Customer Satisfaction Index (UKCSI) results are great news. Customer satisfaction is up by 1.6 points compared to a year previously, at 78.4 (out of 100). This is the highest overall score…
Whether we notice it or not, regulation touches many parts of our daily lives. It is an important aspect of businesses within regulated sectors, designed to ensure fairness protect consumers, make organisations accountable and reduce systemic risks for the long-term…
The lifting of all Covid restrictions this week will have sparked a sigh of relief for organisations across the country. Yet the escalating cost of living crisis and the incredibly concerning and escalating situation in Ukraine suggest businesses and their…
It’s been another demanding year for organisations in an environment beset by the pandemic, economic uncertainty and, more latterly, intensifying supply chain issues and disruption. If anything, 2021 has been just as tough as 2020 was! Thinking back to this…
The end of the year is approaching, and what a rollercoaster it’s been. For customer service leaders and teams, it’s probably been as tough a year as any – and that’s coming on the back of 2020 when the pandemic…
It was National Customer Service Week (NCSW) at the beginning of October and, like every year, it was a great opportunity to celebrate and recognise the hard work, professionalism and dedication of customer service teams in organisations around the country…