Martin Lewis' recent posts about widespread poor customer service have caused quite a stir. His particular frustration is that engrained and all too familiar claim, 'we are experiencing unexpectedly high call volumes'.

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Announcing the shortlist for the 2024 Excellence Awards!

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With an illustrious 27-year tenure at Skipton Building Society, Claire Davey is the epitome of dedication to customer service excellence.

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I've lost count of the number of times the phrase 'rising customer expectations' is the basis for presentations over the last couple of decades. It's a kind of given, following the logic that as technology and science gallops forward, coupled with our inc

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CCA is celebrating International Women's Day 2023 by launching a new Women in Leadership awards programme to recognise the outstanding capability across the customer service and CX community.

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