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Insurance customers expect consistent information, everywhere Today’s customers expect organizations to provide consistent access...

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Knowledge efficiencies in the contact centre not only improve agents’ performance, but can generate new revenue… Download the info...

How efficient is your HR department? Transversal commissioned research company Vanson Bourne to interview 100 UK-based Human Resou...

Customer service departments in the financial services (FS) sector are failing to resolve, on average, one in every four (25%) cus...

Branch staff receive half the training as online staff As recognition of the importance of customer service continues to grow in t...

We are a nation of unpersuaded browsers Although at least 90% of consumers surveyed online are browsing retail websites in an aver...