Avaya Customer Engagement Solutions Improve Efficiency for Largest Utility in Republic of Tatarstan

PRESS RELEASE: Avaya announced the completion of a multi-year contact center modernization project for the largest state-owned utility in the Republic of Tatarstan. The project provides JSC Network Company Tatarstan with an efficient, multimedia customer service operation to serve nearly 3.7 million consumers in one of Russia’s most industrialized regions. Continue reading Avaya Customer Engagement Solutions Improve Efficiency for Largest Utility in Republic of Tatarstan

New report finds Amazon.co.uk tops the charts for customer service

PRESS RELEASE: Amazon.co.uk is the organisation with the highest levels of customer satisfaction in the UK, according to the latest UK Customer Satisfaction Index (UKCSI) from the Institute of Customer Service. Second to the online retailer is Wilko, which rose from 45th place last year, followed by Land Rover, which has climbed 54 places since July 2015, and food retailers Waitrose and Marks & Spencer Food. Continue reading New report finds Amazon.co.uk tops the charts for customer service

New report shows clock is ticking for banks with poor customer service

PRESS RELEASE: Customer service in the retail banking sector has failed to improve over the past year, despite moves to increase competition and quality of service. This is according to the latest UK Customer Satisfaction Index (UKCSI) – released today by The Institute of Customer Service – which found that banking is the only sector of the economy that hasn’t improved its rating for customer satisfaction since July 2015. Continue reading New report shows clock is ticking for banks with poor customer service

Public fundamentally misunderstands contact centres, new YouGov survey shows

PRESS RELEASE: A new YouGov survey by global technology integrator Aquarium Software shows that the British public fundamentally misunderstands the purpose and role of contact centres. While, in reality, just 4% of contact centres are exclusively sales-based, 75% of Brits think at least half of all contact centre activity is dedicated purely to making sales calls. Continue reading Public fundamentally misunderstands contact centres, new YouGov survey shows