Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
More businesses are recognising the value of outstanding customer service. In fact, 88% of companies now prioritise customer experience in their contact centres. Cédric Galins, Head of Customer Support & Services, Mangopay..
When selecting a contact center to assist your company, you want more than outsourced services. You want a partnership: a team of agents and managers that you would have been happy to hire..
In this article, we will explore some examples of goodwill gestures that businesses can use to show appreciation to their customers. Here are our top ten goodwill gestures for happier customers..
CX in healthcare is not just restricted to visiting hospitals. It comprises every step of patient interactions between them and the company representatives. Customer experience is an integral part of any industry..
At Disrupt 2023 in the UK, we interviewed Seb Reeve, Business Development Director at Microsoft (Nuance), on the benefits of empowering contact centre advisors to help deliver excellent CX..
Tony Smith, contact centre and employee experience expert at IR, explores the correlation between employee engagement, job satisfaction and customer satisfaction, and the importance of a single view of truth..
In recent years, businesses have been increasingly turning to cloud technology to improve and streamline their customer service operations. In this article, we’ll look at some of the key benefits and strategies..
In the competitive world of start-ups, one key factor that sets successful companies apart from the rest is their ability to provide superior customer service. Read on to learn more about the strategies for success..
Managing customer data can be daunting, especially for small businesses with limited resources. In this article, I will provide 10 tips for customer data management success that can help businesses of all sizes..
One of the key issues discussed at our recent Disrupt 2023 conference in the UK was the cost-of-living crisis and its likely impact on customer service provision. Angela Clarkson, Head of Business Consultancy at Sabio..
Can you image how different calls to your business would be if your customers could see that you care? In a world of bots, AI, and ‘you’re number 357 in line’, great customer service is a true differentiator..
Customer service is all about making customers feel valued, comfortable, and happy. So, the happier your customer service employees are, the more you can ensure your customers receive top-notch customer service..
Businesses must utilize metrics and Key Performance Indicators to measure their performance in order to ensure that customer service meets their needs. In this article, we will look at the significance of metrics..
The flexibility of the Call Secure Plus solution, powered by PCI Pal has really shown its worth. It is very rare that you design a service and have to go-live with the business continuity plan. Read more in this case study..
Contact centres offer new opportunities for agents to shine, but they are not for the faint-hearted. Paul Stemp, Supervisor, Customer Success Management, at Calabrio shares his top confidence-boosting tips..
Excellent customer service is an integral component of any successful credit card business. It helps create a positive customer experience and increases customer loyalty. Here are five steps to follow..
In this article, we will discuss some engaging team-building ideas that can help customer service professionals bond, build trust, and improve collaboration. We will also touch on the benefits of using a Terryberry..
Customer service personnel who are responsible for debt collection must be equipped with essential skills to ensure that the process is carried out professionally, efficiently, and effectively..
According to research by Hubspot, 93% of guests have higher expectations than they did before the pandemic – and guest experience is king. This means that providing an exceptional level of customer service is essential..