Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
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..
Yishay Carmiel, Founder and CEO of Meaning, explains how AI-powered assistive voice technology is set to power the customer service industry by minimizing barriers created by language and cultural nuances..
Online shopping – the process can sometimes be so frustrating as to send you off your trolley! We’ve all been there, that last minute hesitation before you hit ‘Pay Now’ on checkout at Amazon, eBay or wherever..
Melissa Copeland, Principal at Blue Orbit Consulting reveals six predictions for a successful contact center in 2023. Melissa founded Blue Orbit Consulting after running staff organizations in contact centers..
There are many skills that a customer service manager needs to succeed in their chosen career. When applying for jobs, you should show the essential skills required and be able to give examples..
For companies looking to retain customers, investing in Gen Z employees can provide an effective way to improve customer service. Here is how Gen Zers can help you give your customers the best possible experience..
Customer complaints can be a tricky thing to navigate as a business. This article provides strategies on how to manage customer complaints with professionalism, efficiency and understanding..
As a sub-section of customer services and support, field services plays a critical role in the service delivery ecosystem of many businesses. Fraser Doig, Associate Product Marketing Manager at RWS explains..
The time for short-term fixes is over and businesses are looking at long-term strategies, particularly when it comes to attracting the very best candidates and building loyalty and longevity across their team..
Customers are like elephants; they have amazing memories. This means they will never forget a truly wonderful or absolutely horrible service experience. Jim Davies explores ways to provide elephant-astic experiences..