Resilience And Risk Management in Customer Service
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..
Customer Service Articles
Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
Top 3 Reasons Why Call Centre Workers Have One of the Highest Turnover Rates
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..
The Secret to Top Quality Customer Service? Putting Consumers in the Driving Seat
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: Why It Pays to Comply
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..
Inspiring Ways to Create a Customer-Focused Experience within Retail
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..
8 Strategies To Increase Customer Loyalty For Your Business
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..
How Companies Communicate with Customers: Problems, Trends, Solutions
Previously, the only means of communication between the company and the client were telephone and fax. Today, the choice of communication channels is wider than ever. A variety of communication channels simplifies..
Risks Customer Services Teams Face
The top four process risks that customer service teams should be aware of include disgruntled clients, insufficient information systems, training, and warranty. Here is an overview of these risks..
Increase Customer Satisfaction Scores with Knowledge Management
Customer satisfaction can be defined as how happy customers are with a company’s products, services, and capabilities. Learn how a Knowledge Management system can help keep your customers satisfied..
The Right Technology Solutions for Tech Support
Lance Rosenzweig, CEO at Support.com reveals how customer support services delivered by a global home-based workforce and supported by state of the art technology can provide customers with a better experience..
Navigating the ‘Pingdemic’ with Flexible CX Teams
The ‘pingdemic’ has caused widespread disruption and staff shortages. Roger Beadle, CEO and Co-founder of Limitless explains how brands can best manage their customer service teams during such unforeseen events..
Supporting Your Customers by Going the Extra Mile with Enhanced Support
Understanding what is important to customers and what support and services will help make their lives easier is vital to ensuring that you keep your customers happy and build strong customer relationships..
What’s Stopping You from Achieving Simplicity in Your Contact Centre?
The major barriers to simplification are closer to home than you may think. Ross Daniels at Calabrio reveals the best practices that successful leaders share and how resource planners can lead the way..
The Omnichannel Customer Experience
The omnichannel approach has been used by marketers to reach as many customers as possible, especially in the current circumstances, where most physical stores remain closed and rely on online purchases..
How to Successfully Use Location Data for Better CX
Companies small and large are currently using all types of information to understand their customers better, regardless of what products or services they’re offering. Learn more about customer location data..
You’re Doing CX All Wrong
Broadly speaking, the main goal of a business is to create value. Two very different ideologies exist today to achieve that goal: the “inside-out” approach and the “outside-in” approach. Jason Grier, Reputation, explains..
Tips For Being an Effective First-Time Customer Service Manager
If you are like many managers, you were promoted into your position after being good at your job. However, being great at one particular thing does not necessarily prepare you to become an effective manager..
10 Ways SEO Can Improve Customer Service and Grow Your Business
Search engines such as Google utilize the user experience that your website provides as a major ranking factor. So, when it comes to building a website that ranks high, SEO and customer service go hand in hand..
On-Premise vs. Cloud Contact Center: What Lies Ahead for Your Business?
In order to develop its IT infrastructure, companies must make a number of crucial decisions. Should they maintain the server on-premises and co-locate it in a datacenter, or totally relocate to the cloud?