Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
When a business is ready to scale, it must ensure that its customer service department can grow in tandem. Customer service managers can implement several strategies to support their team’s expansion..
Whether you own a restaurant or are building a tech start-up you think will be the next big thing, customer service is historically a big part of a company’s success..
Great company culture can be hard to define, but you know it when you feel it. There’s a certain atmosphere at companies with great cultures – a feeling that anything is possible..
Financial services leaders are increasing their focus on digital-first initiatives to optimize the customer experience and increase retention and loyalty – a trend that emerged out of the pandemic and is here to stay..
Customer-centric is the modern focus Customer Service Managers are seamlessly bringing into their businesses – understand your customer’s needs and solve them intelligently..
We all need a hero—someone who, by their actions, can inspire us to do better. To be better. The five companies I profile here are are reaping the financial benefits of making customer service a top priority..
Larry Mead, vice president of experience transformation at TTEC Digital gives seven tips for designing and orchestrating a Total Experience (TX) strategy.
Recent research shows consumers believe there is a direct correlation between contact centres and brand loyalty. Magnus Geverts of Calabrio discusses what organisations can do to support their frontline staff..
As a business owner or customer service manager, you’re likely hyper-aware that customer feedback is the single-most critical factor in success. Here are five ways to effectively collect customer feedback..
From 2020-2022, a combination of global events brought about significant disruptions to society and business that will take time to overcome. But not all these disruptions were harmful..
Rob Crutchington at Encoded, discusses the rise of self-service payments and why it is time to take look at Interactive Voice Response (IVR) in contact centres to help increase the number of successful transactions..
As consumers demand greater services through digital channels, it’s time for organisations to turn their strategic attention towards a differentiated customer experience. Richard Farrell, CIO at Netcall explains..
An unerring focus on the customer has been a key element of Marmalade’s success. Part of this approach is their customer feedback process, which they introduced in 2020 with the help of software provider CustomerSure..
While time away from work during the holidays has tremendous benefits for the employee who is out of office, it can actually negatively impact fellow coworkers who are left behind to pick up the slack..
Black Friday is a time of year when consumers can get the best deals for the things they want. James O’Hare, managing director of LINK Mobility, says great communications will be critical..
Raghavendra Rao, Director of Customer Excellence at Sprinklr, outlines three steps to build a customer service strategy centered around self-service..
In order to provide an excellent customer experience, businesses need to employ a variety of strategies – and offering translation services to your customers is one of them..
When a customer has a problem, often the best experiences are when they can solve it themselves. Fraser Doig, Associate Product Marketing Manager at RWS, explains the benefits of semantic AI..
Customers want a service that is immediate, accurate and efficient. A decision engine can help businesses meet these customer expectations by providing a way to automate decision-making..