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…
By Jo Causon, CEO, The Institute of Customer Service So much has changed through the Covid-19 pandemic and we simply don’t yet know the full extent of the impacts on how we live and work. But certain trends are clear,…
By Jo Causon, CEO, The Institute of Customer Service Last week we shared fresh insights on the daily fear that many of our customer service colleagues are forced to operate under. They provide a robust riposte to those tempted to…
By Jo Causon, CEO, The Institute of Customer Service It's no secret that the nation is facing a severe skills shortage. Even before the pandemic hit, many industries were experiencing challenges from a lack of skilled professionals - and this…