British Airways, P&O Cruises, and Hilton Hotels & Resorts among 2024 UK winners; 16% of UK adults now eat meat-free Celebrating the best vegan food, compassionate policies and animal-friendly innovation, animal protection charity PETA has published its latest travel awards. These celebrate those . . . We are really sorry to say that you can’t […] The post PETA travel awards celebrate animal conscious companies appeared first on Loyalty Magazine ..read more

Call centres not helped by chatbot technology Retail sales continue to drop (0.9% in the UK), consumers continue to make economies as inflation bites further, and brands are falling back on three for two offers, discriminatory pricing and flash sales. But are they using loyalty programs . . . We are really sorry to say […] The post Sometimes being a customer is horrible appeared first on Loyalty Magazine ..read more

BGL deploys speech recognition technologyInsurance provider rolls out call centre solution to improve customer experience UK personal insurance company BGL Group has deployed speech recognition from Sabio to improve the experience of its customers. BGL – whose brands include Budget, Dial Direct, Bennetts and comparethemarket.com – says the voice self-service solution will shorten call times […] The post BGL deploys speech recognition technology appeared first on Loyalty Magazine ..read more

Phone remains most popular contact centre channelSurvey reveals key trends in managing new campaigns The phone is still the most frequently used communication channel for both ‘inbound’ and outbound’ communications by contact centres. Phone is used in over 70% of both inbound and outbound projects, according to research by contact centre technology company Infinity CCS. […] The post Phone remains most popular contact centre channel appeared first on Loyalty Magazine ..read more

Contact centres need to address changing channel preferences Emerging market consumers more inclined to use social media for customer service Contact centres need to address customers’ changing channel preferences and improve first contact resolution on the web, in both emerging and developed countries, according to Ovum. To help understand how adoption of social media and […] The post Contact centres need to address changing channel preferences appeared first on Loyalty Magazine ..read more

Amex makes big cuts to customer service facilitiesAmerican Express is planning major cuts in its global customer servicing network, with the loss of around 550 jobs. What the credit card company referred to as “consolidation” will lead to a hefty restructuring charge that will impact fourth quarter results. Amex will take a Q4 charge of […] The post Amex makes big cuts to customer service facilities appeared first on Loyalty Magazine ..read more

 Top ranking brands in each country scored 12% higher on average, compared to other brands in their respective markets, so consumer expectations will continue to rise Brands in all sectors are focussing more on customer experience, but around the world, they are struggling to achieve an understanding of . . . We are really sorry […] The post Customers demand personal but brands lack empathy, says KPMG report appeared first on Loyalty Magazine ..read more

European Call Centre Awards winners announcedBritish Gas Cardiff gets triple accolade  The British Gas call centre in Cardiff was one of the big winners at the 2010 European Call Centre Awards. The energy company’s centre won three catogories – Large Contact Centre of the Year, Best Centre to work for, and the European Call Centre […] The post European Call Centre Awards winners announced appeared first on Loyalty Magazine ..read more

Nearly time for The Loyalty Magazine Awards 2019 Just one week until the biggest event in the global loyalty calendar kicks off at the Tower of London – one of the best places in the capital to sip cocktails on the lawn of the Tower Moat, and smile for the cameras, Now in their eighth […] The post Just one week to go appeared first on Loyalty Magazine ..read more

Businesses losing sales due to poor interactionNearly eight out of ten callers globally experience “poor voice quality” with in interaction with call centres Seventy-nine percent of consumers have experienced poor voice quality when in contact with call centres. “Poor voice quality” (when speaking with a call centre agent or interacting with automated voice response systems) drives […] The post Businesses losing sales due to poor interaction appeared first on Loyalty Magazine ..read more