Customer Service Articles

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)..

Calabrio, the workforce performance company, has been named an Exemplary Vendor in Ventana Research Buyers Guide 2023: Agent Management. The report also recognizes Calabrio as a Value Index Leader..

Tom Darnell, COO at IRIS Audio Technologies examines the impact of background noise and how the latest technology can help improve contact centre agents’ wellbeing.

Businesses must adopt advanced and innovative strategies to not only capture the attention of customers but also foster enduring loyalty. In this article, we’ll explore next-level approaches that are shaping the future..

What makes clients so frustrated that they vent their anger at service representatives? What do they get most frustrated about? Can anything be done to preemptively address the situation?

Let’s cut through the noise and get straight to what’s hot in tech today: customer communication. If you’re thinking about how to interact with your audience in 2023, you need to understand that the rule-book..

Call centers are crucial in any business as the first point of contact for providing assistance or information about a particular product or service. Here are some ways call centers can enhance the customer experience..

In the dynamic landscape of financial services, differentiation is the name of the game. Jon Brooks, Head of Financial Services at Sabio Group, suggests some ways companies can stand out..

When it comes down to nailing your customer service strategy, striking the right tone is essential to build the foundations of long-term success. Mastering this skill can transform your interactions and business growth..

SAP CPQ improves sales performance via smart automation of custom-tailored pricing for multi-aspect products. A reliable SAP solution provider will adjust and test CPQ software to ensure it is integrated smoothly..

Kura is transforming its contact centre capability with Avaya Enterprise Cloud. The solution will enable Kura to offer its clients complex inbound and outbound contact centre services on a robust platform..