Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
AI, ML and NLP are altering how businesses communicate with their consumers. Here are some of the ways you can expect artificial intelligence to shape customer service in 2022 and beyond..
The best customer experiences blend speed and convenience with the human touch. Ross Daniels at Calabrio shares 3 winning strategies for meeting complex customer and agent expectations..
Is your organization ready to begin aligning your employee experience with the new world of work? Kurt Schroeder, Chief Experience Officer at Avtex shares some quick strategies you can use to get started..
Holiday season performance is ‘make it or break it’ for the entire year for most retailers, and Holiday 2021 is certainly no exception. Mike Myer, CEO and co-founder of Quiq looks at the challenges ahead..
Ed Creasey at Calabrio explores demographic trends and how the next generation of employees will thrive in contact centres provided they are given the correct technology to create the right environment..
There are hundreds of thousands of HVAC contractors in the world, with over 119,000 in the US alone. By offering great customer service you will stand out from the competition..
If you want to run a successful business and experience revenue growth, it’s not enough to simply bring in the customers. To achieve these goals, you also need to take care of retaining these customers..
The year 2021 was one of adjustment. New challenges emerged and contact centres learned many lessons. Dave Hoekstra at Calabrio reflects on these and looks ahead to 2022, helping contact centres to plan ahead..
Daniel Fallmann, Founder & CEO of Mindbreeze explains how artificial intelligence can be utilized to provide a holistic view of customers and help identify potential problems ahead of time..
Inge De Bleecker, Vice President of CX at Applause looks at three ways brands can personalise the customer journey, provide meaningful interactions and improve customer engagement..
The best chatbot initiatives start with good planning. Magnus Geverts at Calabrio shares his top tips for an automated assistant strategy for improved employee and customer satisfaction..
Do you ever feel mentally drained, sleepy or anxious after video conferencing? Well, you’re not alone. While video chat has helped many businesses stay connected, there’s a new ailment that’s sweeping online workers..
It’s easy to think that your customer service emails are the best that they can be. However, it’s an almost sure bet that you are making some common mistakes that could potentially confound your clients..
Being your own boss can be a rewarding experience yet independent contractors still have to contend with their fair share of challenges. Here are six ways to ensure your customers and clients are well supported..
Over the past two decades the evolution of help desk ticketing systems has been rapid. Here we explore some of the key features to look out for when choosing help desk software for your organization..
How do companies plan to measure the value of Language Operations (LangOps)? Here are three areas that organizations often evaluate to determine the success of LangOps.
A company’s customer service is at the core of its success. You may have the best products in the world, but if your customers are not happy with the service they are getting from you, they will look elsewhere..
The courier sector has a lot of room for improvement when it comes to providing excellent customer service. The good thing is that there’s always something you can do to streamline things..
Winter always brings challenges to certain sectors. In healthcare, there’s an increase in seasonal colds and flus putting pressure on existing services; in retail, there’s meeting the demand of the Christmas season..