Empowering People – Microsoft Interview
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..
Customer Service Articles
Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
Customer Experience is Employee Experience – and Vice Versa
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..
How Moving to the Cloud Enhances Customer Service
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..
How Start-Ups Can Provide Superior Customer Service: Top Strategies Explained
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..
10 Tips for Customer Data Management 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..
Unlocking Additional Value From Your Customer Service Technology Stack
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..
How an Answering Service Helps Improve Customer Service Experience
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..
Four Tips for Having Happier Customer Service Employees (and Why it Matters)
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..
Customer Satisfaction Metrics and Tools to Improve Your 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..
South Staffordshire District Council: A Case Study
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..
Five Ways to Build Agent Confidence in the Contact Centre
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..
5 Essential Steps to Improve Credit Card Customer Service
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..
Team Bonding for Superior Service: Engaging Team Building Ideas for Customer Service Professionals
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..
Professionalism in Debt Collection: Essential Skills for Customer Service Personnel
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..
How to Use Tech to Upgrade Your Guest Experience
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..
What Role Do Employers Play in Cultivating an Inclusive Workplace?
As our society becomes more globally connected, it is increasingly important to have a workforce that reflects the diversity of the world around us. What role do employers play in cultivating an inclusive workplace?
Using Data to Drive Your Wellbeing Strategy
At our Disrupt 2023 conference I outlined how, at Sabio, we’re using data to ‘think outside the tick-box’ and help create lasting and effective wellbeing strategies for clients. Learn more about Sabio’s Wellbeing Programme..
Role of Structured Content and Semantic AI in Powering Guided Experiences
RWS’ Tridion, with six of its partners, recently convened in Stockholm for the Tridion partner summit. They shared their rich expertise in powering guided experiences through structured content and semantic AI..
How QR Codes Elevate Customer Experience
Quick response (QR) codes have been around for many years. They’re initially used in the vehicle industry to track parts. However, their uses have changed over the years. They’ve become an accepted marketing tool..