Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
Some brands go beyond loyalty and seem to spark a genuine love affair with their customers. But who can honestly say they love their bank, mortgage broker or credit card provider? Yishay Trif shares his ethos..
Richard Pinnington at Calabrio explores today’s complex contact centre ecosystem and comes up with a strategy to create a synchronised agent and user experience..
Cierra Dobson, strategy director at design and technology agency, Rufus Leonard, explores how brands of all shapes and sizes can adopt the successful strategies of category-defining service brands to grow..
Like omnichannel customer journeys, chat apps have been around for a number of years. However their use has now extended from personal messaging to business-to-consumer communication..
In this article Magnus Geverts at Calabrio shows how to stand out from the crowd and WOW customers in five easy steps and then invites you to test your knowledge in the Big CX Quiz on 5 May 2021..
Nick Dicksee, CPaaS Specialist Lead at Avaya UK&I, explains how organisations can catapult themselves into the future of work with a simple and powerful framework designed to aid Total Experience..
Are you trying to think of ways to adapt your business as you continue to work remotely throughout the pandemic? Here are three key tips and ideas for reaching customers and clients remotely in 2021..
After the COVID-19 pandemic, consumer habits have transformed significantly. Though it is challenging the right consumer insights platform can help you beat the hurdles and track the changes..
CRM stands for Customer Relationship Management. CRM software provides users with access to a range of technologies that track and report metrics related to customer interactions, sales, productivity..
Customers always come first – and they’re always right. It doesn’t matter which you believe because they are the standards when it comes to business ethics. Efrat Vulfsons looks at the latest email marketing trends..
When you’re working on a tight budget, the quick solution is to cut back on spending and allocate funds for high-priority functions. So, what do you do? Learn how investing in customer service is key to a brand’s growth..
Ross Daniels at Calabrio believes now is the time for organisations to plan their pandemic escape route. Here, he kickstarts the road to recovery with three tips on how to turn your agents into brand ambassadors..
Do you want to reflect the diverse nature of your business and the breadth of talent within it? Are you global but want to be able to show that you are a people-first company? Learn more about user-generated content..
CRM software is the medium through which you can build connections with your existing customers and prospects in a personalized manner rather than the old and traditional contact management practices..
If you work in customer service, from time to time your customers will have problems and complaints. Responding in an efficient and timely manner is key to customer satisfaction. For this you need a ticketing system..
A focus on customer service can’t be an add-on. It can’t be for a while. If you want your organization to grow and succeed long term, you’ve got to be a service leader. To do that, you’ve got to be “Relentless.”
AI has opened up opportunities for more people to become professional translators. Camila Pohlmann, Head of Community Ops at Unbabel, highlights three things that have changed about the translator role..
For many brands, the post-purchase experience is an afterthought. Maybe it’s the name, implying that the real work has already been done. Pete Shannon, COO at HelloDone believes thinking this way is a big mistake..
An app can make or break the customer journey. Get it right and the ease and simplicity of your product will have your customers coming back for more. Jack Underwood, Founder and CEO of Circuit explains..