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Companies exploiting trust in peer-to-peer recommendations set to face fines - plus long term damage to brand reputation.

Just 27 per cent of contact centres can maintain a coherent dialogue when customers switch channels.

Less than half of consumers understand the cost implications of smart-meters, casting doubts over the value of the project to roll out of 30 million devices at a cost of an estimated £11 billion. 

End of free banking? We’ll #switchbanks

UK businesses sell almost twice as much via multi-channel as US counterparts because of multi-channel integration

80 per cent of organisations won’t offshore contact centres because of negative service impact

UK consumers likely to leave Christmas shopping until the last minute, even though 85 per cent of websites don't make clear their holiday delivery dates.

Co Op introduces virtual contact centre assistant

A mobile app from the thetrainline.com which allows customers to check times and book tickets on the move now includes a number of support options.  Go to full article

Airline Alitalia offers bespoke surveys to passengers to improve customer experience

Customer service has become more important during the recession according to 47 per cent of UK consumers.

Less than half of businesses engage in social media, with only 16 per cent seeing it as a key customer service channel

Utility company Npower fined £2 million for customer complaint failings.

The customer service technology landscape was dramatically reshaped this week after Oracle announced its intention to spend $1.5 billion acquiring customer experience software specialist RightNow.

Azzurri promises to match make customers and agents with contact centre management suite.

35 per cent of UK organisations will offer web chat within the next 12 months.

American Airlines is the world's 'most hated airline on social media' according to social media analytics firm Amplicate.

Telephone still most popular method of contacting customer service, but consumers starting to embrace new technology.

Using smartphones and tablets to shop is expected to grow by 55 per cent over the next five years.

Phone-only support route is more expensive in the long run than offering efficient multi-channel support.

Invest in multiple service channels for long-term cost savings.

The number of people employed in customer service roles in the UK has tripled in eight years, accounting for 328,000 jobs across the country, according to the Institute of Customer Service (ICS).

TalkTalk is the most complained about landline and fixed broadband services provider according to figures released by Ofcom.

Salesforce.com says it can now help companies of all sizes deliver multi-channel service after it acquired help desk software company Assistly.

More than three-quarters of people who become aware of bad customer service via social media avoid doing business with the offending company according to research from Convergys.

Nearly half of UK consumers find call centres the most frustrating method of raising customer service issues, according to a study by analyst Econsultancy.