A Critical Component As government-mandated data protection regulations become increasingly commonplace, the need for air-tight ICT security has transitioned from being a beneficial feature to a critical system component. International enterprises, particularly those based in GDPR-affected Europe, no longer have the luxury of discretionary security spending. If sensitive customer data is not protected, then non-compliance—and…
Read more ›The GDPR Case Management Platform The new GDPR Case Management Platform, from iCasework, is built specifically to address GDPR-based obligations. The software platform features pan-European support for all individual rights introduced by GDPR as well as security incidents and breaches. Like UsefulFeedback, iCasework’s flagship complaint management solution, the GDPR Case Management Platform features a robust…
Read more ›Taking the Plunge The General Data Protection Regulation (GDPR) has finally arrived. It all started on January 25th, 2012 — over 6 years ago — when the initial proposal was released. Time & tide, however, waits for no man… and the day of reckoning is now upon all affected parties. Technically, “affected parties” includes data…
Read more ›It is our pleasure to announce our sponsorship of the largest and most inclusive financial services complaints management event on the market, and would like to invite you along to attend – with a 30% discount on tickets. The 17th Annual Complaints Management Forum will be taking place 27 February – 1 March 2018 in London and Early…
Read more ›The question of placement The concept of effective customer service is often paid much lip service, but aligning reality with intent is seldom a realised goal. In an ideal world, organisations would realise the cyclic nature of customer service and embrace its many stages, with complaint management being a critical component. Complaint management represents an…
Read more ›The UK Complaint Handling Awards provides a truly unique platform that rewards the hard work and dedication of front-line complaints staff. With the exciting awards finals created as a conference-style event and held in a stunning London location during the working day, networking and learning opportunities with many other business leaders are maximised. The finalists…
Read more ›The outliers of complaint management The field of complaint management is often portrayed as difficult, time-consuming and not for the faint of heart. Experts in complaint resolution, however, realise that the complaints process is a natural component of customer engagement and – when viewed strategically – is best approached as an opportunity to recruit a…
Read more ›Outsourcing: The current state of the industry By and large, the growth of distributed workforce and outsourcing models have mirrored technology’s capability to effectively deliver them. Telecommuting arrangements back in the 1990s were the early precursors of outsourcing, blending an in-office presence with the occasional work from home allowance. Since then the concept has given…
Read more ›Like most other organisations, we have been considering the implications of the forthcoming GDPR legislation. This note sets out our approach to adapting to the changes: 1. Updates to our Data Protection casework module We are incorporating changes and adding additional case types to support management and administration of security breaches as well as GDPR…
Read more ›Developing UsefulFeedback’s cloud platform provisioning The team continues to forge ahead, making sure UsefulFeedback continues to stay at the forefront of complaint management technology. The team have just completed development and testing of version 8.0 and we have released it. There are a number of new features as well as layout improvements and minor tweaks….
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RT complaints_guru "England: Complaint upheld about council's private meetings with developer t.co/Q3uiMMPQWD #gov #custserv"
RT complaints_guru "South Africa: Wireless internet providers leave South Africans unhappy and wanting… t.co/PfVPLM7uki
RT complaints_guru "UK: Ryanair gave compensation to just 14% of passengers who made claims last year… t.co/tBwQr2KDfY
RT complaints_guru "Australia: NAB charged fees to dead super members t.co/fK2dsDqrg7 #fin #custserv"
RT complaints_guru "What customers want and expect - when they complain t.co/ryn5Qdk01f #custserv"
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