6 Challenges Help Desk Agents Face
Bad customer support can ruin your company, even if your product or service is spectacular. Here are six challenges help desk agents struggle with and what you can do to make their job easier..
Customer Service Articles
Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
How to Make Remote Work Engaging and Fun for Everyone
When working remotely, engagement levels are crucial to success. Find out how to boost engagement and make working fun for customer service employees..
Blindster CEO Leads the Way with Outstanding Customer Satisfaction and Unrivalled Growth
Providing a great customer experience has never been more important than it is today. Kyle Cox, CEO of Blindster, the nation’s largest online window treatment retailer leads the way..
Direct Messaging in Salesforce – the Path to Seamless Business Communication
After a tumultuous year, companies are finding themselves at crossroads, dealing with changes triggered by the pandemic not just on the customer side but also within their workforce..
Getting Smart About Omnichannel
The challenge for CX leaders is to build a multichannel communication strategy to reach customers either in a way they want or via channels they prefer. Sharon Smith of Conduent explains..
A 5-Step Checklist for Mastering Enterprise AI
Artificial Intelligence is here to stay but how do you turn hype into reality? Abbie Heslop at EBI.AI applies a few real-life lessons to provide CX leaders with a practical pathway to AI success..
10 Tips to Help You Manage Remote Customer Service Agents
The customer service industry has been impacted by the move to remote working and this change is not without its challenges. Here are ten tips to help you manage your remote team..
How to Deliver a Positive Customer Experience Strategy
Positive or negative, the customer experience you provide will impact the growth of your business and determine the success or failure of your enterprise..
Top 10 Most Annoying Telephone Mistakes
Customer service expert Jeff Mowatt has created a list of Top 10 telephone turnoffs to avoid – or risk alienating your colleagues and clients.
Top Tips to Managing a Remote Customer Service Team
With the COVID-19 pandemic having sparked an unprecedented surge in remote working, people from all different industries have had to adapt the way they work to be in keeping with the new norms..
7 Ways to Make Sure Your Customers Remember You
Providing top-notch service does not have to cost a lot, but it does take time and effort to create a memorable service experience for your customers..
How Will Customer Service Teams Run in 2021?
As 2021 fast approaches, many in the field have begun to wonder what the new year will bring, and how teams will run and start to transition back into the office..
Facemasks, Safety Signs, and Hand Sanitizers Won’t Keep Your Customers
Facemasks, door signs, floor decals, partitions, and hand sanitizers won’t keep your customers. Such safety protocols in response to the pandemic are expected from your customers..
Remote Workforce Management – From Survive to Thrive in 3 Easy Steps
It’s time to use the all-round benefits of WFM to ensure your contact centre thrives. Richard Pinnington of Calabrio discusses how workforce management means so much more in challenging times..
Contact Center Predictions 2021: Extreme Digital CX Agility
Aviad Abiri of NICE examines how service organizations will need to incorporate agility in their functioning to succeed in a constantly changing world..
Declutter and Optimize Workspaces for Improved Efficiency and Customer Service
Did you know that office clutter has a direct impact on how we work? Find out how you can declutter and optimize a workplace for happier employees and customers..
Wave Goodbye to 2020: What’s in Store for 2021?
As we say farewell to 2020 there are plenty of positives to take from this year of change and challenges. Magnus Geverts at Calabrio sums up the lessons learned and reveals his top 3 predictions for 2021. .
AI and Live Chat: A Winning Combination
Customers expect immediate results but they also crave the personal touch. Abbie Heslop of EBI.AI discusses how artificial intelligence (AI) can help to achieve the right balance..
How to Stay Close to Customers While Working From Home
Cathal McGloin, CEO of ServisBOT explores how contact centres have adjusted to working from home and considers whether they will be permanently changed by the pandemic..