Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
Improving your customer service can have a whole range of benefits to your business. But which elements should you focus on? Here are 5 key areas of customer service you should consider improving..
Consumers have become more demanding in recent years, expecting businesses to respond to their concerns quickly or lose them as customers. Learn why real-time responses are significant to any business..
How can businesses provide excellent customer experience and support their contact center agents while navigating an unfortunate crunch on two fronts? Christian Wagner, CEO of VoiceFoundry, explains..
The shift to a hybrid working system or full-on work-from-home arrangements for customer service agents comes with a number of challenges, among them the need for added security. Here are 15 tips to stay safe..
Predictive customer support means that support teams resolve issues before they occur and sometimes even before customers are aware of them. Palak Dalal Bhatia, founder and CEO of IrisAgent explains..
Personal and organisational growth go hand in hand. Ross Daniels at Calabrio shares his top tips for an effective wellbeing programme to build a happy and productive team..
React.JS is by far the most popular JavaScript library. According to Stack Overflow, 40.14% of developers worldwide use the framework to develop awesome apps that provide memorable customer experiences..
Despite the rise of social media, email remains the most popular method of communication between businesses and consumers. Moreover, email is typically the go-to touchpoint for customer service interactions..
What makes Wing Assistant different? Wing leverages technology and combines it with irreplaceable human capabilities, resulting in a superior customer experience as a remote labor supplier..
With stress levels in contact centres as a constant, Magnus Geverts at Calabrio discusses how to balance the needs of employees and the business with a fresh approach to agent self-scheduling..
There are a lot of things that go into making a successful call center. One of the most important, but often overlooked, aspects of a call center is the use of the phonetic alphabet. Read on to learn more..
Reviewing the UK Contact Centre Decision Makers Guide, Rob Crutchington discusses the challenges of balancing customer service with ID verification to prevent fraud and how it continues to be a concern..
If you want to further develop your customer service management style, there are training solutions out there that can improve your talents and create a better working environment..
Many business owners don’t take steps to protect their systems from these attacks until it is too late. In this article, we’ll talk about ways to keep your customers’ data safe from cyber attacks and why it is so important..
Creating a great customer experience starts with understanding and improving the employee experience. Here’s how companies can navigate these challenges during the Great Resignation..
When it comes to order fulfilment, customer service is key. By ensuring that your customers are happy with their orders, you can minimise the chances of returns and complaints, and keep them coming back for more..
If you’re running a SaaS business, then customer service is probably one of your top priorities. After all, happy customers are more likely to stick around and be repeat customers. Here are five tips that will help..
Embrace analytics to boost your wellbeing strategy – that’s the message from Ross Daniels at Calabrio. Here, he gives 3 reasons why you can’t afford to ignore the latest advancements in technologies..
Many of the strategies that improve customer service retention also create more skilled and engaged agents. As a result, investing in your customer service team is a win-win opportunity for agents, businesses and customers..