Ian Miller

For many businesses, contact center agents are the first human touchpoint customers encounter. Here are 15 telephone skills every agent should know to deliver exceptional service and ensure customer satisfaction..

Dealing with upset customers is one of the most challenging aspects of customer-facing roles. Yet, offering stellar customer service hinges on the ability to remain calm, empathetic, and solution-oriented..

When you’re managing multiple franchise units how do you go from simply “good enough” to “outstanding”? This guide dives into practical, effective strategies for franchise owners to elevate their customer care game..

The key to outstanding customer service lies in providing fast, reliable, and flexible shipping options that cater to your audience’s needs. But with so many options available, which ones should you focus on?

A recent Cisco report predicts that by 2028, 68% of customer service and support interactions will be handled by agentic AI. But what exactly is “agentic AI”? And why is it set to become the backbone of customer service?

Acquiring new customers is always a key focus, but retaining those customers is where long-term success lies. Statistically, it costs five times more to attract a new customer than to retain an existing one..

Customer feedback is the backbone of improving your business. Whether you’re refining your product, enhancing your customer service, or simply looking to adapt to a changing market, listening is the first step…

With email being a primary channel for communication, having the best email management software can make the difference between a seamless customer experience and a frustrating one. Here are some of the best..

A poor customer support experience can lead to frustrated clients, negative reviews, and even loss of revenue. This is where the right help desk software steps in to save the day. The best help desk tools cultivate loyalty..

Facebook Messenger offers businesses a dynamic, efficient way to connect with their customers, making it a vital tool in today’s fast-paced, digital-first world. A staggering 1 billion people use Facebook Messenger..

Here, we’ll describe some effective ways to say “thank you for your patience” with sincerity and context, helping you support customer satisfaction and loyalty, even in challenging situations..

While providing outstanding service is vital, sometimes a little extra gesture, like a thoughtful thank you note, can take a customer’s experience from good to unforgettable..

A single, memorable interaction with a company’s customer service can transform a first-time buyer into a long-term, loyal customer. In this article we explore how customer service shapes consumer behavior..

According to FICO’s Bank Customer Experience Survey, 90% of Canadians prioritize CX as much as the banking products themselves. Here’s how Canadian banks can leverage customer experience..

International Customer Support Day is held annually on the third Wednesday in May. It was established to recognize and honor the hard work, expertise, and dedication of customer support professionals around the globe..

In the fast-moving hospitality industry, the customer experience has transcended traditional notions of service. Today, it’s about delivering personalised, seamless, and emotionally resonant experiences..