Customer Service Articles

With the entry into force of the EU AI Act (Regulation (EU) 2024/1689), CX leaders are facing a new regulatory landscape. To help navigate this transition, here are some useful steps for building a compliant, AI-driven support operation..

Whilst beautiful tiles might initially draw customers through the door of a tile store, it’s the quality of customer service that determines whether they’ll make a purchase, return for future projects and recommend your business to others..

For most of the past decade, AI in customer support meant one thing: a chatbot that frustrated people until they typed agent in all caps. The technology overpromised and underdelivered so consistently that many support leaders tuned out the pitch..

To help oganizations navigate today’s Customer Experience (CX) landscape we have distilled the core tenets of service excellence into ten actionable pillars. To truly differentiate, brands must exceed expectations by injecting value at every touchpoint..

Everyone in CX is talking about AI.  Contact centres are racing to implement copilots, virtual agents, real-time guidance, automated summaries, and intelligent routing. Alfredo Rizzo, Chief Technology Officer at TTEC Digital, explains..

Customer segmentation is the practice of grouping customers by shared traits, needs, or behavior. It helps a business stop treating everyone like the same person. That matters because customers don’t all want the same thing..

KFC’s customer complaint process isn’t identical in every country or every store. Still, the broad pattern is pretty clear: complaints usually start at the restaurant or through a support channel, then move toward a quick fix or a bigger review..

Learn how EESI Global helps combat cryptocurrency fraud through blockchain forensics, transaction monitoring, cross-border investigative coordination, and support for digital asset recovery efforts in cooperation with law enforcement..

Real-time monitoring of customer support matters. Fast visibility helps you catch slow replies, weak AI answers, and messy escalations while the shift is still happening, not three days later in a report..

A customer complaint scenario is a common situation where someone feels let down, confused, overcharged, or ignored. If you know how to respond well, you protect trust, gain positive reviews and repeat sales..

When people call, they want answers fast. They don’t want a maze of button presses for a simple order update or billing question. Done well, voice AI can shorten waits, answer routine requests, and make support feel more personal..

Constant change is difficult to manage and requires ongoing updates to CX strategies to stay aligned with the cultural and ethical expectations of each generation. Eric Guarro, Senior Vice President of Digital Transformation at ibex, explains..

The best customer complaint channels give people different paths based on urgency, detail, and comfort level. Here’s where complaints usually happen, what each channel is good for, and how to pick the mix that fits your business..

As we move through 2026, it is clear that the landscape of AI translation and localization and has undergone a transformation. What was once a clunky process has evolved into a sophisticated system of cultural and contextual intelligence..

In the rapidly evolving digital marketplace, where customers can switch between competitors with a single click, exceptional customer service has transformed from a desirable attribute into an absolute necessity..

As AI continues to be a serious part of the customer service conversation, most organisations are consistently seeing where it adds value: faster responses, better availability, lower pressure on contact centre teams, and smoother handling..

Customer service training doesn’t have to be boring, expensive, or packed with corporate fluff. The best training is simple, practical, and easy to use on the next call, chat, or email. Here are 50 customer service training ideas you can start to use right away..

Burger King complaints are handled one of three ways, at the restaurant, by customer care, or using online support tools. Once you know how the system works, getting a fix gets a lot easier. Here is our guide to Burger King customer complaints..

The upcoming 2026 FIFA World Cup is on track to break every single record for digital viewership and fan engagement. For customer service managers running support desks, this tournament is the ultimate stress test..