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Is the quality of customer service really fading?

Is the quality of customer service really fading? – by Ben Jones

Is the quality of customer service really fading? In its annual study of customer experience trends, the UK Call Centre Management Association (CCMA) has found that 34% of people think customer service is worsening. Their report, Voice of the Contact Centre Consumer, was undertaken through online interviews with 2,000 consumers in March this year. Whilst […]

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Being a ReachOut Pathfinder

Being a ReachOut Pathfinder – a Q&A with Lauren

Being a ReachOut Pathfinder ReachOut Pathfinders have a real passion for helping. They are a group of committed, empathetic individuals who are specially trained to navigate those difficult conversations with customers who’ve fallen behind on their bills and don’t know where to get the help they need. Creating a safe environment for sensitive disclosures means […]

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