Take Your Experience Strategy to a Totally New Level: TX
Larry Mead, vice president of experience transformation at TTEC Digital gives seven tips for designing and orchestrating a Total Experience (TX) strategy.
Customer Service Articles
Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
Contact Centres Impact Customer Loyalty: 5 Ways to Turn Agents into Brand Guardians
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..
Five Smart Ways to Collect Customer Feedback
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..
Educating Your Team About Online Security Against Ever-Evolving Threats
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..
Six Reasons to Take Another Look at IVR
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..
Legacy Systems and Lack of IT Know-How Hindering CX
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..
How Marmalade Insurance Has Utilised Customer Feedback Software to Help Improve CSAT and Increase Their Net Promoter Score
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..
Keeping Teams Jolly as the Holiday Season Approaches
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 the Humble SMS the Secret Weapon for Brands Managing Customer Service Volumes This Year?
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..
How to Craft a Winning Customer Service Strategy Using Self Serve
Raghavendra Rao, Director of Customer Excellence at Sprinklr, outlines three steps to build a customer service strategy centered around self-service..
15 Ways Translation Services Can Help Deliver Exceptional Customer 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..
How AI-Enabled Self-Service Is Easier Than You Think
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..
How Can Decision Engines Help Enhance Customer Service Levels?
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..
5 Strategies to Hyper-Personalize the Customer Experience
Hyper-Personalizing the customer experience is a successful method for customer acquisition and retention. The majority of call centers who have implemented this strategy have exceeded their goals.
Awesome Customer Service from the US Post Office
John Tschohl encounters awesome customer service from the US Post Office when service superstar Scott Pelton delivers his parcel from Switzerland personally – on the tennis court!
25 Ways Technology Is Revolutionizing the Customer Experience
From chatbots to augmented reality, businesses are using technology to create a more seamless and enjoyable customer experience. Here are 25 ways that technology is revolutionizing the customer experience..
UK Consumers Say It’s Good to Talk but Are Contact Centres Really Listening?
Despite a rise in digital interactions, the phone call still holds a special place in consumer hearts. Graeme Meikle at Calabrio highlights 3 areas to make sure agents are speaking your customers’ language..
Better Customer Experiences Begin with Better Information
When improving the customer experience, look beyond the basics of just making the transaction process easier. Examine how you can provide unique transparency, insight, and information to help customers..
Cloud Workflows for Customer Service Departments
When we think of customer service, we often think it means fixing a problem that a customer presents. However, we believe it is vital to see it as trying to anticipate potential issues that they may have..