A growing requirement for skills and capabilities means that many customer service roles are becoming more challenging and require a greater level of professionalism. During our interactive webinar, we explored the changing environment and the skills and behaviours required to…
After a sold out session during National Customer Service Week, we have brought out an additional session for Customer Service Skills now and for the Future. Digitisation and changing technology, customer needs and behaviours mean that people working in…
Jo Causon, the Institute's CEO, discusses the importance of finding the right balance between AI and human interactions when dealing with customers. Read the full article below:
Are you eager to be recognised for your outstanding customer satisfaction efforts at the Institute's UK Customer Satisfaction Awards? Join us for an insightful webinar that will equip you with the knowledge and inspiration you need to craft your…
Digitisation and changing technology, customer needs and behaviours mean that people working in customer service require broader skills and capabilities. Problem-solving, commercial judgement and data analytics are some of the key skills required to succeed in an ever-evolving landscape. Similarly,…
Signs of a drop in customer satisfaction levels have been gathering over the last few months, as I have warned about in recent blogs – and now the evidence is all before us in the Institute’s latest UK Customer Satisfaction…
Last month, the Bank of England confirmed what many of us had feared: inflation continues at record rates. The media has been quick to highlight the impact of inflation – and the resulting rate rises aimed at stemming it – on…
This time of year always feels like it’s about renewal as spring starts to show through and, in fiscal terms, we move from one financial year into the next. So the time feels right – and necessary – to redouble…
At the start of the new financial year, and on the cusp of another technological revolution – this time driven by even greater advances in AI - organisations are seeking more personal, efficient, and cost-effective ways to serve their customers,…
As we approach the Easter break, I hope you get a chance for some time off to relax and recharge. Easter is traditionally a time to celebrate new beginnings and hope for the future. After the ongoing crisis of a…