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Forcing Customer Service up the Business Agenda


Forcing Customer Service up the Business Agenda


Julie Aguilar




Service Management


Customer service plays an increasingly important role in both the private and public sector today and research by Touchpaper reveals that organisations face a host of challenges in the area, including more demanding customers, diminishing loyalty and fiercely competitive markets. Problems are compounded by increasing pressure from industry regulators who are clamping down on poor service. Faced with these pressures, Touchpaper's survey of 100 customer service directors reveals that 76 per cent feel more investment in technology could help deliver improvements in customer service. The survey respondents have an enduring belief in the role of technology. 80 per cent felt that more help from the IT department would help deliver benefits when implementing customer service initiatives.



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