Customer Service Articles

The holiday season is packed with online orders, early deals, and last‑minute shoppers who expect everything to be fast and clear. At this time, proactive customer service shows you care..

The challenge for every contact center is maintaining a consistently high level of service. This is where the International Standard for Customer Contact Centers, ISO 18295, becomes essential..

While generative AI hype has been intense, the most striking thing for me has been how little AI has been adopted in customer service in 2025. The cautionary barriers have been robust but that’s going to change..

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..