Customer Service Articles

Why do people leave their customer service jobs? Even if they are well paid and have good benefits, many will wave goodbye as they walk out the door, never to return. John Tschohl of the Service Quality Institute, investigates..

I hosted a really thought-provoking panel discussion recently at Sabio’s Disrupt event in London, joining executives from across sectors to explore the critical topic of vulnerability in the contact centre..

As businesses increasingly turn to technology to enhance their operations, artificial intelligence (AI) is stepping into the spotlight, particularly in the realm of customer service. Here’s how AI is reshaping customer service.

A well-crafted customer service value proposition can set your company apart, attracting and retaining loyal customers. But what exactly is a customer service value proposition, and how can you write one?

Did you know that the colors used in your customer service environment can significantly impact how customers perceive and interact with your brand? In this article, we’ll delve into the science of CX and color psychology..

What makes a customer support dashboard not just adequate, but outstanding? Real-time analytics, seamless integration, and intuitive design are starters, but there is a vast ocean of features to explore..

Many organisations find themselves grappling with a common dilemma: is their Salesforce CRM still focused on routine marketing activities and sales administration, or is it truly driving transformative change?

In today’s fast-paced business world, being efficient and productive is crucial for achieving success. Sales teams play a major role in driving revenue and profits for companies, so it’s essential to equip them with the right tools..

We work in the most valuable industry in business. Not only do we hold the keys to business success through data and all the conversations had with customers, but we work in the most friendly and welcoming sector..

Customer support team leaders are pivotal figures who bridge the gap between frontline support staff and the strategic goals of a company, ensuring customer satisfaction while driving efficiency and innovation..

The saying “the customer is always right” has evolved into recognizing customer service as a crucial aspect of every business. Effective customer service training is a strategic imperative for businesses..

The key to truly standout service? It’s all about how closely organizations stick to their promises, spelled out in Client Service Level Agreements (SLAs). Think of these not merely as contracts but as guarantees..

A new study by Genesys reveals that people of all ages are open to artificial intelligence provided it enhances their customer service experiences. The study explores the varying attitudes towards AI..

In the modern digital landscape, customer service has transcended traditional interactions to become a key competitive differentiator. As businesses strive to provide seamless and secure customer experiences..

Keeping new customers from leaving too soon is no small feat. For customer service managers, tackling early life churn is not just about retaining a number, but nurturing a potentially lifelong relationship..

In the world of customer service, escalations are the stormy weather every manager knows they’ll have to face. Customer support crews face sudden challenges just like storms rolling in out of nowhere..

As a Customer Service Manager, you recognize the value of a happy customer. One of the best ways to ensure customer satisfaction is by saying thank you in meaningful ways..

Understanding customer expectations is paramount in the landscape of financial services, where consumer trust and satisfaction are key to retaining clientele and maintaining a competitive edge..