Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
Fast automated service can save customers time, yet leave them feeling like a ticket number. Discover practical ways to make automated customer experience more human with personal context, clear messages, easy handoffs, and useful feedback..
Social media for customer service managers requires clear standards, shared ownership, and agents who know when to ask for help. Your role is to protect customer trust while helping your team respond accurately and professionally..
When you make a mistake, saying “I’m sorry” is good customer service, but it’s not service recovery. Learn John Tschohl’s 4-step service recovery plan to fix mistakes, empower your frontline team, and turn angry customers into loyal fans in under 60 seconds..
When an AI voice agent marks a call resolved and the customer rings back the next day, what should that do to your first call resolution figures? Andreas Kromann, CEO and founder of Spirelight, explains how to read the second call..
This article compares seven AI sales assistants for discovery calls, evaluating each on whether it helps during the live conversation and whether it suggests the next question rather than only tracking what was covered..
This Customer Service Week, Carrie Ramskill, chief operating officer of HGS UK, comments on the evolving role of AI in CX and why customer service professionals remain essential in delivering an exceptional experience..
A customer asks the same billing question in Madrid, Montreal, and São Paulo. The underlying policy may be global. The answer should not necessarily be identical. Currency, terminology, regulatory wording, can change by market..
As AI agents take on more responsibility in customer service, containment alone can’t tell you whether they’re delivering the right outcomes. Joseph Kim, CEO of Druid AI, explains why customer service leaders need a broader definition of AI performance..
As your company grows, who should make the call when a customer needs help: one central support team or the people closest to that customer? Decentralized customer service can give local teams room to act. Centralized support can make service easier to manage..
In customer psychology, waiting is toxic: unoccupied time feels longer than occupied time. Here, we explain how smart queue management systems eliminate wait-time frustration, boost efficiency, and explore top software vendors like Qmatic and Waitwhile..
The same week of AI conversations can be reported as a 45% resolution rate or a 93% one. In this article, Marija Jovanović of Helpjuice provides a five-point check a service manager can run on any vendor’s number, applied openly to one published dataset..
Agentic personalization combines customer data with autonomous or semi-autonomous AI agents. These agents can observe permission-based signals, interpret a customer’s goal, choose a next step, and act through connected systems..
For decades, the standard automated greeting in customer service has been virtually unchanged: “This call may be monitored or recorded for quality and training purposes.” is dangerously outdated. Discover why contact center AI demands modern disclosures..
Customer engagement is more than sending promotions and hoping people click. It’s how you earn attention, trust, repeat purchases, and feedback at every point in the relationship. A strong customer engagement strategy helps customers get value before and after they buy..
No business likes to receive negative customer reviews. Negative comments on social media and sites like Yelp can hurt a business since consumers and B2B prospects usually check vendors online before becoming customers. Tim Lee, Founder and CEO of Bookipi, explains..
Enterprise technology stacks have grown more complex with every new application a company adopts. Sales teams rely on a CRM, finance runs on an ERP, support lives in a ticketing platform, and marketing has its own suite of tools..
Generative AI has moved beyond experimentation and into value creation. According to Google Cloud’s ROI of AI report, 88% of agentic AI early adopters report ROI from at least one GenAI use case. Claire Butcher of Sabio Group, explains.
A retailer sees a shipment is delayed, checks the order, and contacts the buyer before the tracking page becomes a source of frustration. That small moment can turn a complaint into relief. That is the promise of anticipatory customer service..
Every successful company has the need to hire people who have the skills and personalities needed to build a winning customer service team and to drive revenues. John Tschohl explains that while skills can be taught, attitude is king..