Customer Service Articles

It’s been a tumultuous year for the customer experience (CX) industry. So what lessons can we take from 2025 into the New Year? Phil Smith, CEO at QPC Group, shares his top three trends and predictions..

There’s still a collective sigh that occurs whenever customers have to use a chatbot. Even though the technology is improving and chatbots should be smarter than ever, they are still inconsistent and prone to error..

In logistics and distribution, operational execution used to be enough. If you delivered close to on schedule and kept the warehouse moving, you were doing your job. That’s not how the world works anymore..

Every business feels urgency. Systems freeze, production stops, and customers tap their fingers or leave. Nobody imagines an ideal world where everything runs smoothly, but every executive wishes for it..

Target is doubling down on in-store experience with a new initiative designed to boost customer engagement. The “10-4” programme sets clear expectations for how employees should interact with shoppers..

Here we set out five practical ways quantum computing is set to transform the customer service landscape. By understanding these future applications, businesses can prepare to harness this powerful technology..

Here we bring you six detailed insights—complete with recruiter quotes, hard numbers, and immediate actions—that will help you attract, spot, and secure the talent your queues need..

Today’s AI isn’t just about automating simple tasks—it’s about creating intelligent, autonomous systems that can understand context, make decisions, and solve complex customer problems..

Customer feedback is one of the most valuable resources any retail business has—yet it’s also one of the most underutilized. Here are six strategies to help you turn customer insights into real improvements..

Customer service leaders are at a crossroads, facing immense pressure to deliver exceptional experiences with often limited resources. Could AI be the answer? Here are five practical ways AI can be used right now..

Outdoor spaces give brands a chance to connect with people in ways indoor environments can’t. The air, the light, and the setting naturally change how customers interact with products and with each other..

Front-line staff are the first point of contact for most customers in the car finance industry. They play a vital role not only in providing clear information but also in ensuring that every customer receives fair treatment..

The holidays are a perfect opportunity to strengthen professional relationships and show genuine appreciation. When you’re giving gifts to clients, the goal goes beyond just offering something nice..

Here, you will learn how to spell names correctly over the phone, every time, without awkward repeats or mistakes that cost time and trust. This matters for customer confidence, accurate records and more..

AI strategist Reddy Mallidi delivers a comprehensive playbook for executives to architect, build, and govern scalable AI agent ecosystems. Most organizations have experimented with AI. Few have mastered it..

Virtual Reality creates a fully digital space you can step into. Augmented reality adds digital layers to the real world. Here, we focus on VR and how it supports each step of the CX journey, from first touch to repeat purchase..

High sickness in a service team hurts twice. You lose people when customers need them, and the workload spikes for whoever is left. Costs rise from overtime and missed SLAs. Morale dips, then attrition follows..

This article outlines ten best practices that will help you improve your Software-as-a-Service (SaaS) customer support operations, enhance customer satisfaction, and build a foundation for long-term success..

If your contact center calls run long, you feel it in your queue, your budget, and your customer reviews. Here, we look at how to reduce Average handle time (AHT) without sacrificing quality..