Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
The quality of the customer journey is critical to any business. From the moment a prospect picks up the phone, they provide valuable information you can collect and use to improve your customer service..
The energy sector is hitting crisis point right now and research conducted by Macro 4 suggests that utility companies should be keeping a close eye on the service they provide to customers..
Acquiring new customers takes a lot of time, money, and effort. So, you can imagine how devastating it is when a phone call causes you to lose business. Learn more in this article..
In essence, customer journey maps (CJMs) are made to visualize the customer’s path from initial thought all the way to action and make this visualization clear and understandable..
A good customer experience feels effortless for the customer. It should be easy, natural, and fast, and it should use technology that makes sense under the circumstances..
Chief Strategy Officer says artificial intelligence services and new automation processes, can raise work from home productivity..
The revenue of most businesses is directly tied to the customer experience. Here are five best practices to improve the customer service experience..
Blend new technologies with tried and tested favourites to refresh your contact centre. Magnus Geverts at Calabrio shares his top spring-cleaning tips for supporting home-working agents..
As Calabrio deploys its true cloud Workforce Optimisation (WFO) offering via AWS in South Africa, Olle Düring at Calabrio outlines five reasons why this latest news matters to customers in the region..
Whether you’re making a change to your bank account or reaching out to your wireless provider about a SIM card, identity verification is a major part of ensuring that only authorized people can change your account..
The customer need for support and reassurance has only increased over the last few years — a trend that’s unlikely to change. This demand has left support teams feeling overwhelmed and stretched thin..
One-time passcodes or OTPs sent to mobile phones are the cornerstone of many organizations’ customer authentication strategies. This is in large part due to the positive reputation it has with consumers..
As contact centres embrace the world of remote and hybrid working, Rob Crutchington, MD of Encoded, discusses how the cloud, open banking and SCA regulations help protect the customer, agents and merchants..
When employees are empowered, they have the authority to make decisions—to bend and break the rules—on the spot to take care of a customer. Learn more in this article by customer service strategist, John Tschohl..
If you pay attention to your customers’ needs and questions, and you work hard on making them feel special, you should have no difficulties attracting more customers to your events..
From providing knowledgeable support staff to allowing customers to easily contact them, Apple goes above and beyond to ensure their customers are happy. For inspiration, check out these examples from Apple!
If your business offers goods or services to individuals within the EEA or monitor the behaviour of individuals in the EEA, then you need to comply with the EU GDPR in respect to data processing..
With proactive monitoring of customer health scores, CX teams can resolve issues that lead to dissatisfied customers before they hit the crisis point. Palak Dalal Bhatia, founder and CEO of IrisAgent explains how..
The use of artificial intelligence (AI) in the recruitment process has benefited the hiring practices of many customer service organizations. This is made possible by streamlining the screening of candidates..