Customer Service

The Key To CSAT Is To Practise What You Preach

CSAT is short for ‘customer satisfaction’ and is a key performance indicator that tracks how satisfied customers are with your organisation’s products and/or services. Often retailers or professional service businesses send through an online form […]

Case Studies and Partnerships

Harrods adopts new holistic 360-degree view of the customer to increase engagement, retention, and spend.

The world’s leading luxury department store, Harrods, has completed of an ambitious 18-month project, led by KPS, to elevate customer experiences by streamlining their journeys both online and offline.  Among the benefits are improved customer […]

Customer Service

How to make Customer Service Greener

Quite rightly environmental, social and governance (ESG) concerns have been moving up the business agenda in recent years, with recent energy price increases being one example where there can be a financial benefit to adopting […]

Customer Service

UK retail Christmas sales expected to hit £82.2 billion with brand success depending on consumers’ satisfaction with call centre experiences.

Infinity, the global call intelligence and speech analytics platform, today reveals that Infinity’s data sees significant year on year spikes in call volumes to retailers using its platform relating to customer service during Black Friday […]