6 Ways to Spice up Your Customer Journey Map
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..
Customer Service Articles
Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
The Cost of High Customer Effort
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..
The Contact Centre (CX) Workforce Wants to Stay Home
Chief Strategy Officer says artificial intelligence services and new automation processes, can raise work from home productivity..
5 Best Practices to Improve Customer Service Experience in Ecommerce
The revenue of most businesses is directly tied to the customer experience. Here are five best practices to improve the customer service experience..
Five Ways to Connect with Employees in the World of Remote and Hybrid Work
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..
Calabrio Paves the Way for South Africa’s Cloud Contact Centre WFO Journey Alongside AWS Cape Town Launch
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..
Customer Support Teams Are Not Fraud Investigators – But They Can Create Safe, Trusted Relationships
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..
How to Reduce Inbound Calls with Customer Engagement Solutions
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..
The Need for Customer-Friendly Authentication Alternatives to Vulnerable One-Time Passcodes
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..
Remote Working Is a Risky Business – But Doesn’t Have to Be with Secure Card Payments
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..
Drive You Business by Empowering Your Employees
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..
4 Ways to Turn Prospects into Customers: A Guide for Event Planners
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..
12 Ways Apple Provides Outstanding Customer Service
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!
Why You Need a GDPR Rep When Processing Customer Data
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..
Monitor Customer Health from Siloed Information to Prevent Churn
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..
AI Skills Assessments for Customer Service: A Brief Guide
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..
True Cloud vs Fake (Hosted) Cloud: What’s the Difference and Why it Matters
In his latest blog, Magnus Geverts of Calabrio discusses how to spot the difference between true and fake cloud solutions and why it matters for workforce optimisation (WFO) applications..
When Customers Struggle – Lessons from the Energy Sector
When times are hard for customers, high quality support is an absolute imperative. Carly Freeman, Head of Customer Services at Insite Energy, shares key lessons learned while helping people at the sharp end of a crisis..
15 Ways to Improve Real Estate Customer Service
If you’re a real estate agent then you want your clients to have a positive experience when working with you, so they will come back again in the future. Here are 15 ways to improve real estate customer service..