Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
In January 2018, I joined Insite Energy to help lead a strategic customer service transformation. In this article, I will share some of the important lessons I have learned that will help maintain long-term excellence..
Jared King, Co-Founder and CEO of Invoiced believes customer obsession is the path to winning. In this article he explains how the purposeful crafting of customer experience can help any business achieve its goals..
In 2020, many organizations have had to rethink their approach to their business and adapt to a rapidly changing environment. This gave many companies time and a chance to take a fresh look at their processes..
Customer expectations around delivery are changing. As we increase our online shopping frequency and continue to accelerate the shift to e-commerce, our understanding of the new normal is evolving..
Customers want to feel like they are being heard. In this article, we will look at 8 reasons why it’s important to speak your customers’ language – from the importance of empathy to the benefits of a multilingual workforce..
Unbabel have been working hard to change the future of language and its impact on your business. They are now introducing a new technology category: Language Operations (LangOps). Learn More..
With the advent of online shopping, customers can now buy anything they want from anywhere at any time. As a result retailers have to be increasingly aware of reaching consumers through different channels..
So you’ve decided to expand your business—congratulations! Prepare for the next challenge: figuring out how to manage your business growth. You need to be able to deliver to all of your new customers..
In this final blog in the series, Ross Daniels, Chief Marketing Officer at Calabrio discusses how to turn theory into practice in the contact centre by using the latest Workforce Engagement Management (WEM) solutions..
Sam Walton, the founder of Walmart famously said “The goal as a company is to have customer service that is not just the best, but legendary”. Here are ten tips to help you delight your customers with legendary service!
The first choice for many consumers is now self-service. Studies have shown that almost 90% of clients anticipate a brand having its own service portal – and they prefer knowledge base enabled channels..
Managing a successful customer support helpdesk isn’t an easy task. But when helpdesk managers set the right Key Performance Indicators (KPI’s) for their agents, they can transform their service results..
In the aftermath of the Covid-19 outbreak customer buying has behavior has shifted from traditional shopping to online shopping or pickup in-store. Here are some ways to improve the customer experience..
How can flexibility and risk management work as a competitive advantage and make your company grow through resilience in turbulent times? Customer service is crucial in this equation..
Over five million people globally work as call centre agents, including 1.3 million people in the UK. Many of them face challenges according to a new research report from artificial intelligence (AI) firm ASAPP..
Rob Nash, Founder and Managing Director of 4 Roads explains how providing a good CX experience is all about empowering customers with technologies that enable them to reach solutions quickly..
PCI DSS was created to protect consumers and merchants against security breaches. Robert Crutchington at Encoded explains why it pays contact centres to be PCI DSS compliant..
By using a reliable and modern contactless card reader, you’ll be able to streamline the payments process, serve your customers quickly, highlight your efficiency, and focus on customer satisfaction simultaneously..
Many businesses focus their marketing efforts on acquiring new customers. But while customer acquisition is important, customer retention is even more important. Learn more in this article..