When approached by Churches Fire and Security about implementing new customer service contact centre, something didn’t quite add up. Here’s why we took a completely different approach – and how it paid off..

Fast service or the right support? Customers don’t think they should have to choose. But research shows that long wait times, vague responses and endless transfers are pushing them away..

Loyal customers not only contribute to more revenue but also serve as brand ambassadors, spreading positive word-of-mouth. Here are ten actionable strategies to foster customer loyalty and keep your clients coming back..

It’s Valentine’s Day, and you’re a Customer Service Manager with an important mission – to help your customers fall in love with your brand! Here you’ll learn how to bring about this “Customer Love” phenomenon..

John Tschohl, founder and president of the Service Quality Institute, emphasizes the need for relentless commitment to service, empowerment of staff, and constant training or brands risk losing their profitability..

Relocating across the country is no small feat. It comes with logistical challenges, emotional stress, and a ticking clock. Here we explore how cross-country moving companies can elevate their customer service..

Ever feel like customer service can be a bit challenging? Well, you are not alone. This article will share a list of the best customer service books that offer tips and advice to help you handle any situation better..

Looking to transform your customer experience (CX) but feeling overwhelmed by the options? successful CX transformation isn’t about jumping on the latest tech bandwagon it’s about following a roadmap..

Product management and customer service constantly affect each other’s success through continuous feedback and adaptation. Marrying product insight and service experience turns casual users into loyal advocates..

As businesses adapt to the growing demand for remote and hybrid work models, customer service is undergoing a significant transformation. At the center of this evolution lies VoIP (Voice over Internet Protocol)..

Automation is reshaping how field service businesses interact with customers. By streamlining operations and enhancing communication, automation tools deliver faster and more personalised experiences..

A customer service roadmap is a strategic plan that outlines the goals, processes, and milestones needed to offer exceptional customer support. Creating a roadmap ensures that every decision is focused..

Call tracking can be a game-changer for businesses that want to better understand their customers, optimize marketing strategies, and improve their bottom line. This guide will walk you through the process..

Poundland has partnered with Motorola Solutions to enhance security at its retail stores in the UK, aiming to reduce violence and theft. The retail chain has deployed VT100 body cameras to frontline employees..

Quiet quitting has become a hot topic in the workplace over the last few years, and for good reason. According to a survey by Gallup, at least 50% of the U.S. workforce are considered quiet quitters (or even higher)..

AI-powered co-pilots are the latest intelligent software tools designed to assist agents in delivering exceptional real-time support. But with so many options available, which co-pilot software stands out?

An effective, yet often overlooked, strategy to deepen customer engagement is creating personalized merchandise. Whether it’s custom t-shirts, mugs, tote bags, or water bottles, personalized merchandise..

Customer Success pioneer Guy Nirpaz announces Perspective AI, the only tool that scales the messy, honest, human conversations into real customer truths. $4 million seed funding also announced..