Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
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..
Scripting tools for call centers are available in abundance in the market, but what makes a good call center script, and what should companies take care of before building their scripts?
Benedict Bleimschein, COO and Vice President of Customer Success at Mindbreeze looks at the challenges for customer service employees working in a hybrid workplace and suggests new tools that can help them..
Omer Molad, Co-founder and CEO at Vervoe believes that by doing your due diligence and choosing an appropriate skills test, you can determine if candidates possess the right levels of empathy and resilience..
Henry Spitzer, VP of Sales at Lusha explains how community building is a powerful and cost-effective way to increase retention by creating a central destination for users to find support, advice and best practices..
Not only is it vital to keep customers informed, but it is also critical that businesses make it as easy as possible for consumers to reach them. Nick Millward, VP Europe at mGage, now part of Kaleyra explains..
A recent study from LoyaltyLion has found that if retailers can create emotional connections with their customers, they will see a greater ROI from their marketing investment..
While most businesses could continue working from home, the hospitality industry was left dwindling throughout lockdown. Pubs, bars and restaurants closed their doors, and many companies lost revenue..
Adam Bromage-Hughes, Technical Director at Encoded takes a closer look at the Payment Services Directive, PSD2 and discusses why SCA is so important for companies and customers..
For a company to be successful and profitable, it needs to sell great products, offer amazing customer service and have loyal customers. But above all else, it needs to have a team of highly engaged employees..
Excellent customer service is one of the most fundamental aspects of any business. It’s also one of the areas that can always be improved on, regardless of how good we might think we are at it..
Too many organisations underestimate the power of voice and yet it continues to be the building block of customer engagement. Kris McKenzie at Calabrio suggests the secret to success lies in blending voice..
By adopting tools like AI, big data, and data analytics, businesses can gain valuable insights about their customers in order to personalize and significantly improve their in-store experiences..
Dan Slavin, CEO and co-founder of CodeBroker explains why handling customer complaints and appeasing customers plays an important role in avoiding negative reviews and reputational damage..
There are many reasons why you might want to outsource to the call center market. You may be new to outsourcing and wondering how exactly this service can help you. This short guide can help..