Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
Richard McCrossan, Strategic Business Director of customer service software company Genesys, explains how a recent angry customer tweet shows just how important it is for companies to listen to the voice of the customer and have the facilities to act immediately..
Kevin Gillam offers some handy tips on how to make every phone call with your clients great..
An in-depth case study looking at how Smith Corona set out to create a system for building the perfect order..
Richard McCrossan looks at how a flexible and holistic digital customer service solution can enable companies to take advantage of new customer channels..
Here is an infographic by Impact Learning that explores the undeniable link between social media and customer service..
Portals can give vendors the tools to provide the best customer experience but only if they are actually used..
In the pursuit of exceptional service, we should resist the urge to relax financial controls.
Richard McCrossan takes a look at how business rules can transform any customer service operation by keeping the business in control..
Getting into the customer service industry after school or college or even after a spell away from the workplace can be a daunting prospect..
Are some customers better than others? How do you attract customers you want and deflect those you don’t?
How setting up a Customer Effort Index can radically increase Top-Line Revenue..
The low costs and high returns of fresh customer service.
Monica L. Jenks advises how to avoid common interview mistakes when hiring CSRs..
Martin Scovell investigates customer experience from the inside, and identifies three steps that will transform your organization..
There’s much shouting about how ‘unfair’ Trip Advisor are and how annoying it is to get bad reviews, so I feel compelled to put the record straight..
If you’d like to have a better return on your money, you have to focus on the customer experience. If you do, customers will spend money with you and will come back more often.
Ron Rosenberg gives us some important lessons on the importance of providing legendary service..
how does an organization take a customer centric approach to it’s strategy? Here are five key steps to implementing a customer centric model and achieving customer centricity for your business..
Customer service isn’t just about listening to customers and resolving their problems when needed. Learn more about the key roles and responsibilities in this article..