One of the things that caught my eye in the Institute of Customer Services UK’s (UKSCI) most recent report on customer satisfaction was the suggestion that a growing number of customers are prepared to pay more for improved service.

Your customers are talking. They’re talking about what makes them happy and what makes them unhappy. Which of these applies to your organisation? With so much being said on social media every day across so many channels, separating the meaningful sounds from all the noise can seems impossible. But social listening makes it possible.

Over the past five years apprenticeships have been transformed into a high-quality skills programme for learners and employers ensuring accessibility for all.

Keeping teams motivated and productive in a disparate, more virtual working environment can be difficult. It requires great leaders who know how to boost morale and create a feeling of togetherness, no matter where their teams are based. When there’s a confident leader at the helm, teams can be more productive, happy, and conflict-free.

The metaverse could be a revolutionary development for media, telecoms and technology organisations who are looking for the retail and customer experience platform of the future.

Declining household income is accelerating churn, and as inflationary pressures hit consumers’ budgets, how can telecoms, media and technology providers keep their customers and attract more?

Meet some of the amazing, dedicated SWAN customer service team trusted to deliver essential connectivity right across the Scottish public sector

When BBC TV Licensing had to communicate with over four million new customers we helped them to process incoming mail and payments in a scalable environment.

New research reveals 50% of recruitment leaders believe at least half of all skills gaps could be addressed by better use of data.

At last week’s UK National Contact Centre Awards ceremony, there was success for two of Capita businesses.