Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
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..
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..
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..
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..
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..
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..
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..
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 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..
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..
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..
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..
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..
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?
The trend towards flexible workforces has exaggerated the complexity of running a modern contact centre. Make simplicity a top priority – that’s the verdict of Ross Daniels at Calabrio who shares his 5-point strategy..
The global pandemic has accelerated digital transformation in almost every industry. Eric Head, VP of Experience Leadership at Verint explores new opportunities to provide excellent customer service..
Inge De Bleecker, Vice President of CX at Applause reveals three important ways brands can provide seamless and unforgettable customer experiences across all platforms and devices..
A unified communications (UC) solution can help make live and real-time communication with customers a real possibility by integrating audio, video and mobile capabilities – enabling a new level of customer service..
Customer intelligence (CI) is the process of understanding the specific needs of your customers and analyzing all the data you have on them to serve them better, driving customer satisfaction and loyalty..