Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
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 is dangerously outdated.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..
When starting a brand, finding the right name can be one of the most difficult tasks. In a very small physical space, brand owners must convey what they do, who they are, and what makes them special. Here are the steps you can take..
Car shipping has a pricing problem. Quotes for the exact same route — same vehicle, same dates — can vary by $300 or more depending on which company you ask. The instinct is to take the lowest number. That instinct is frequently wrong..
The era of firms burning through artificial intelligence “tokens” with little regard for cost has come to an end, according to a leading industry figure, as the withdrawal of price subsidies forces businesses to confront how little value AI spending has delivered..
Two-thirds of online shoppers feel nervous the moment they click the buy button. That doubt has nothing to do with your product and everything to do with whether their order arrives complete, on time, and intact. Get it right and customers come back..
What role will AI play in the daily operations of the contact centre? That was the question underpinning discussions at Avaya Journeys UK, where speakers explored how organisations can connect AI with customer interactions..
A customer complaint is often the final signal of a problem that has been sitting in plain sight for days or weeks. Learning to spot root causes before they become customer complaints gives your team time to fix the process before trust slips away..
The EU AI Act, the world’s first comprehensive, legally binding framework for artificial intelligence, is pushing companies to think more carefully about how they deploy AI in customer service. Maria Paredes Piscione of Sabio, explains..
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..