10 Ways New Companies Can Build Brand Trust in 2022
Brand trust is customers’ confidence in a business to deliver on its promises. It is the integrity earned when companies ensure the demand of their target market is consistently met..
Customer Service Articles
Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
Starting a Successful Business Requires a Great Looking Website
Market research shows that a good website enhances the visitor and, thus, customer experience. But a slow, unattractive website can actually turn people away from your brand altogether..
7 Demand Planning Tools and Techniques to Maximise Contact Centre Performance
As organisations continue to grapple with post-COVID uncertainty, Graeme Meikle explains why it pays to ‘be prepared’ and offers his top tips for mastering the art of capacity planning..
How to Calculate Your Chatbot ROI
According to the 2022 Digital-First Customer Experience Report, 52% of surveyed consumers said they prefer online chat assistance, but only 31% of businesses offer chat support..
Future-Proofing Your Brand on Black Friday and Beyond
Every year, Black Friday presents an opportunity for retailers to look beyond driving sales to acquire high-quality customers who keep coming back. But knowing how to navigate this peak sales period can be tricky..
3 Ways Customer Support Tech Saves You Money
Customer care teams are handling more calls than ever – with increasingly fewer agents. Leaders are looking for ways to maintain call capacity while driving down costs. One solution: make sure teams have the right tech..
Organisations Should Build on Pandemic Messaging to Retain Customer Trust
A study which examined the corporate social responsibility (CSR) messaging of Fortune 100 companies on Twitter during the pandemic has found that organisations could better communicate with their customers..
New Calabrio Research: Consumers Judge Brands Based on their Customer Service Experience
Calabrio, the workforce performance company, has identified a direct correlation between contact centres, brand loyalty and brand revenue. The global research report, State of the Contact Centre 2022 reveals more..
5 Principles of Good Customer Service
As customer experience management tops the business agenda, the spotlight falls on contact centres and agents take centre stage. Make yours stand out from the crowd with the right strategy…
Six Ways Chatbots Can Enhance Retail Brand Communications
The ongoing aftereffects of the pandemic, massive political disruption, and the spiraling cost of living crisis are combining to only make it more challenging to meet customers’ needs. Andy Wilkins explains..
Webinar: Discover the Most Influential Customer Service Technology for Immediate Impact
In this free webinar, discover how leaders are driving a new era of the contact center – one that is augmented by innovative technology, powered by agents and is the cornerstone of an organization’s CX success..
The Need for Speed in Customer Service
Never has speed been more important to your customers—and to people in general—than it is today. Technology has fueled the frenzy, putting access to information and people at our fingertips. John Tschohl reports..
Voice Needs to Be Part of the Digital CX – Not the Legacy Annoyance
Unless brands fully integrate voice into customer journeys, it’s hard to claim that they provide a fully joined-up customer experience. Stuart Dorman, Chief Innovation Officer at Sabio Group explains..
5 Ways to Improve Your Customer Service Security
Today’s customer services teams conduct most of their daily operations online. The internet has made it much easier to connect with customers and solve their problems, but it also poses some unique security risks..
Team Collaboration and Its Effect on Customer Service
Strong team collaboration is essential to enhance efficiency and provide a better experience to the customer. Here are the top five benefits of team collaboration for a business’ customer service..
Incident Management KPIs and Other Critical Metrics for ITIL
Downtimes can affect your business in many ways, including reduced productivity, customer frustrations, and lost work hours, making incident management a critical part of any business..
5 Ways to Use Instagram Marketing to Improve Your Customer Service
Fast-paced and people-centric platforms like Instagram provide companies with a convenient opportunity to serve and delight their customers. It’s also a great way to showcase your unique brand personality..
How to Get and Keep the Best Customer Service Managers
Recruiting and retaining the best customer service managers is critical if we want to grow as a company. Customers are more likely to switch to another company if they do not feel their needs are being met..
National Express Improves Security and Flexibility With 8×8 and PCI Pal
National Express has chosen the 8×8 XCaaS integrated cloud communications and contact centre solution to help employees stay engaged, productive, and efficient regardless of work location..