Ian Miller 
Every time a customer interacts with your brand, they leave a trail. They might click a link in an email, linger in a specific aisle of your store, abandon a cart, or leave a review on a third-party site. These are customer signals..
Customer service, support and care have become decisive competitive battlegrounds for organisations. Outsourcing to the Philippines is evolving beyond cost reduction into a strategic CX operating model..
How does a growing business staff a 24-hour operation without exhausting its budget or its team? This article explores practical strategies to bridge the gap between business hours and customer needs..
Intelligent Routing and Unified Context ensure customers reach the right person immediately and that the agent knows exactly how to help. Here we take a deep dive into this transformational technology..
Real-time video chat has become a powerful differentiator. It combines the convenience of digital channels with the empathy and effectiveness of face-to-face interaction. Here are ten ways video chat can elevate your service..
iQor CXBPO, a global provider of customer experience (CX) solutions, has announced the acquisition of OP360, a high-growth BPO provider recognized for its operational excellence and “people-first” culture..
Many companies are looking at an AI communication platform to handle messages, answer basic questions and support people during busy hours. It helps conversations move without long delays..
Answering calls quickly isn’t enough. Today’s call center performance is measured by how well service quality and customer experience work together. And when one of those breaks down, the entire operation feels it..
The aspect of regular monitoring is key in fleets, and the selection of the tracking platform is a significant factor in the efficiency of the monitoring. As the vehicles travel in various areas, with varying workloads..
When was the last time you contacted support and felt truly understood? No phone tree loops, no waiting days for a reply. That feeling is what a modern customer experience is all about. Here, we’ll walk through modern CX..
Here we explain what the Abilene Paradox is, where it came from, and why a hot car ride in Texas still matters for customer service leaders today. You will also see how to spot it in your contact center or service team..
This guide walks through clear ways customer service managers and professionals can measure CX and VOC. Simple best practices any team can use, even without a big budget or large staff..
To navigate the complex landscape of logistics, businesses rely on a core set of principles known as the 7 Rights of Logistics, also known as the 7 R’s. The framework provides a comprehensive checklist for customer satisfaction..
Co-browsing is secure, real-time sharing of a website or app. It lets support agents guide customers through issues faster, with less stress for everyone. The agent sees the exact page the customer sees in real time,.
Customers today expect service that feels simple, quick, and personal on every channel. They might start on your website, switch to chat on your app, call support from their car, or walk into a store..
The holiday season is packed with online orders, early deals, and last‑minute shoppers who expect everything to be fast and clear. At this time, proactive customer service shows you care..
The challenge for every contact center is maintaining a consistently high level of service. This is where the International Standard for Customer Contact Centers, ISO 18295, becomes essential..
Target is doubling down on in-store experience with a new initiative designed to boost customer engagement. The “10-4” programme sets clear expectations for how employees should interact with shoppers..
Here we set out five practical ways quantum computing is set to transform the customer service landscape. By understanding these future applications, businesses can prepare to harness this powerful technology..