Customer Service Articles

Have you been waiting for the day you can scale up your customer service operations without hassle? With the emergence of AI, your wait may be over..

Customers have higher expectations than ever, and their satisfaction directly impacts your company’s success. As a manager, it’s your responsibility to lead the charge in enhancing the customer experience..

While many companies focus on competitive pricing or unique offerings, there’s an often-overlooked factor that can significantly impact revenue: the quality of customer experience..

Ed Creasey shares a 3 point plan based on findings from Calabrio’s latest State of the Contact Centre Report 2023: Activating the Agent of the Future, to prepare your operation..

Today’s customers demand more from their financial providers. They expect fast, seamless, personalized experiences and, above all, exceptional customer service. Here we interview David Luck of Capital on Tap..

Sandra Haworth, Marketing Director at Cirrus Response, gives some good reasons why you should consider changing contact centre providers..

Futures market trading is a world of constant movement and challenges. Success here depends on various factors, from strategies to risk management. One factor can be a game-changer: exceptional customer service..

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. It’s important to strike the balance between speed and personalised service delivery..

Blade Roofing, a nationwide roofing company, has rolled out a BigChange job management system to significantly reduce administration and eliminate paperwork..

Did you know that holiday accident claims spike by 15% each year? This article will help you navigate these choppy waters with strategies for accident prevention, effective responses to claims and legal implications..

Loyalty schemes have been around a lot longer than you think, going back even further than frequent flyer programmes. Hamish Sherlock of Applause explains how to build a next-generation loyalty scheme..

In today’s changing business world, companies often encounter various crises that can significantly impact their operations and reputation. Organizations must be prepared to navigate through challanging times..

Generative AI has undoubtedly captured our attention, spotlighting how AI is ready at last for business prime time. Jim Webber of Neo4j believes that to get reliable answers, it is time to bolster ChatGPT with smart data..

The retail sector is undergoing a seismic shift. AI will – and is – transforming customer experience and will help to turn shoppers into loyal brand enthusiasts. Danny Seaborne, Sabio’s UK & South Africa MD, explains..

Premier BPO is thrilled to announce its recognition at the SOCAP Impact Awards Gala. Premier BPO’s team was honored with two awards: The SOCAP Customer Service Star and the SOCAP Supreme Trainer..

Rob Crutchington of Encoded discusses how payment orchestration harmonises and simplifies the payment process, improving customer experience and helping merchants to boost online sales and increase their revenue..

With so many options available, it’s important for banks to upgrade their services and stand out from the crowd. But how can banks elevate their CX and provide a truly exceptional experience for their customers?

Last year, call centers averaged a 38 percent agent turnover rate – 12 percentage points higher than in 2020. That turnover has a steep cost. Christophe Martel, cofounder and CEO of FOUNT, investigates..

The digitisation of marketing has ushered in an era of unprecedented possibilities. Central to this evolution is the adoption of Artificial Intelligence (AI)..