Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
There is an infinite amount of data in contact centres but what does it really tell us? Jim Davies of Calabrio believes that educated insights are better than wandering around in the unknown..
Arunabh Madhur, Regional VP & Head Business EMEA at SHAREit Group examines how mobile apps are reshaping the e-commerce industry and how businesses can still plan and position themselves for success..
One of the biggest CX challenges is working out exactly how to capture, organise and act on the potentially billions of different customer journey data points. Kevin McGachy, Head of Solutions, Sabio Group explains..
Retail mapping software provides shoppers with interactive, updated indoor maps that help them find the most effective and quickest routes through retail stores and easily find the items on their shopping lists..
With Microsoft’s investment in OpenAI being quickly followed by the release of Google’s Bard, the conversation around Generative AI continues to build. Stuart Dorman of Sabio Group looks at the latest developments..
Before deciding whether to follow a public cloud, private cloud or hybrid approach, organisations first need to think about their specific business goals and what they really want to achieve with their CX..
Nationwide Catering Services (NCS), which has been supporting the UK food service industry since 1953, is celebrating ten years of using BigChange job management software..
Being a customer service professional equips you with useful life skills that can benefit not just your professional career, but your personal development, too. Here we look some of the most common benefits..
Daily rhythms, small habits that have been cultivated over days, months, and years, are key to succeeding in the world of customer service. Customer service managers know this better than anyone..
The vast majority of organisations are still trying to establish just exactly what their cloud contact centre journey might look like. Derek Forrest of Sabio Group takes a look at what to consider and what’s on offer..
The goal of insight selling is to move beyond traditional product-based selling by demonstrating a deep understanding of the customer’s needs and challenges, and offering customized solutions..
As the newest generation of consumers enters the marketplace, companies have to ask themselves: is their customer service ready for Gen Zalpha? Here, we’ll look at who they are and how to meet their CX needs..
As we enter the third month of 2023, customer service organizations have the chance to differentiate themselves from the competition through effective knowledge management. Fraser Doig of RWS explains..
Salesforce CRM and ServiceNow Integration is for customer service agents who must quickly provide consumers with the information they need on the spot. It eliminates manual data entry or inefficient searches..
In this article, we will discuss the significance of customer service in business success, the impact it has on customer satisfaction and the benefits of investing in exceptional customer service..
Customer experience planning is essential to the success of any organization. By creating a great customer experience, you can increase customer satisfaction and loyalty. Here are 10 tips for success..
In today’s marketplace, where customers expect prompt service in all aspects of their shopping experience, providing refunds quickly and politely has become integral to fostering customer loyalty..
Providing excellent customer service is key to the success of your call center, and having sound strategies in place can help make that happen. Follow these tips to ensure a smooth running call center environment..
Have you ever wondered if the future of customer service can be social media? In this article, we will discuss how social media is rapidly changing the customer service industry..