Prudential Case Study - Building a call centre around customers
Jackie Lindsay Head of Voice at Prudential, explains how Prudential re-built their call centre around the customer.
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Do Customers Like Being Surveyed?
Nigel Hill looks at whether customers like being surveyed by the comapnys they do business with.
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ECMW - European Customer Management World Conference
This article reviews what some of the key speakers at the conference had to say on putting the customer at the heart of their business.
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UKCSI - Wave 1 Results
Stephen Hampshire looks at the first set of results from the UKCSI.
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Employee Satisfaction - why bother?
In this article Jim Alexander looks at the importance of employee satisfaction.
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Customer Service Starts at the Top
In this article Don Hales, Founder & Chairman of Judges of the National Customer Service Awards shares his belief that great customer service lies in leadership, from the top.
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Fast Guide
Blogging
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Book Review
Customer Satisfaction - The customer experience through the customer's eyes
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Book Review
The 60 Second Leader: Everything You Need to Know About Leadership, in 60 Second Bites
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