Search Results for: contact centre management

WINNERS ANNOUNCED

Winners of the UK Customer Experience Awards 2013 were announced during a gala luncheon in London yesterday. Now in their fourth year, the UK Customer Experience Awards celebrate and promote excellence in customer experience across a broad spectrum of industries. Top names...

Customers or Employees First?

What does it really mean to create a customer centric organisation? Organisations say it all the time. Many organisations have value statements that state that the customer is “at the heart of everything we do” – but what does that really...

Customers say you’re doing great? Then you may be doing something wrong…

It’s a rainy Monday morning. You have the day off, but sorting out some important elements of your financial life will take a chunk of it. The school run was a Battle Royale and, frankly, you’re just not in the best...

Case study: Kirklees Active Leisure (KAL)

Pursuing customer excellence in a challenging economic environment… Managing more than 2.85 million customers in an increasingly competitive environment, whilst adapting to a backdrop of decreasing local authority funding, is some juggling act that would leave a lot of organisations in...

The delicate balance between MR and VoC

In spite of its long history, there is increasing chatter about what the future for MR will hold and whether it will be subsumed or superseded by non-traditional research methodologies or approaches. It’s true to say that traditional MR provides statistically...

Putting members and customers at the heart of the service

Since 1934, the not-for-profit company PPL, has been managing the licensing of recorded music for broadcast, online and public performance use, ensuring its 10,000 record company and 65,000 performer members are all paid fairly for their work and investment. PPL’s Training...

Whose Priority Do We Listen To?

The whole point of customer experience as a business topic is to reset priorities. The theory is crystal clear and the fundamental point is obvious. Yet personal experience tells us that many organisations remain off the pace. Why is that? The fact...

Customer Experience Awards 2013

In the current economic climate we need all the help we can get and participating in the UK Customer Experience Awards 2013 could make all the difference to you and your organisation. Your involvement can be as a judge, sponsorship, or...

NEW Health Sector

PEN is devoted to improving patient experience across the healthcare industry, whatever the sector; and including whole organisations, companies, teams and individuals.  PEN embraces the NHS, whether it be primary or secondary care, all of the allied partner companies...

Gold Medal Customer Experience

What can we learn from the award winners? In the year of the London Olympics, the gold medals for Customer Experience were handed out at the UK Customer Experience Awards on Friday 21st September. Here, one of the judges, Paul Weald,...