Give Them the Tools to Do the Job
It’s long been acknowledged that motivated and engaged employees with the right tools are the key to business success. Andrew Tucker, Success Manager at Cirrus explains..
Customer Service Articles
Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
Turn Customers Into Fans With Help From a CX Rockstar
Ed Creasey of Calabrio discusses how successful Customer Service Managers can boost their skills to deliver exceptional customer experience (CX) in extraordinary times..
Look Forward Not Back: 4 Ways to Future-Proof Your Contact Centre
Heightened customer expectations are here to stay and are having a huge impact on technology in contact centres. Ed Creasey at Calabrio shares a forward-looking plan for the “new normal”.
What Came First COVID-19 or Poor Customer Service?
As many organisations hide behind the pandemic for failing service standards, Abbie Heslop, Commercial AI Analyst, EBI.AI shows how to buck the trend using Artificial Intelligence (AI)..
Reimagining the Contact Centre for the Future
Adam Taylor, MD at VeriCall reveals a radical new approach to providing high volume service operations that support redesigned customer journeys across multi platforms..
Desktops, Dashboards and Human Centred Design
Getting the user experience right will protect your investment in tech and keep agents happy and productive. Caroline Handyside, Product Designer at Cirrus explains..
Blending AI and Digital Tools with the Human Workforce to Deliver an Integrated Customer Experience
Jitender Mohan, Head of Customer Interaction Services at WNS explores how combining human workforces with artificial intelligence and digital tools can deliver a complete, omni-channel customer experience..
Why Being Cloud-Native Can Lead to an Enhanced Customer Experience
In today’s world customer expectations are extremely high and going cloud-native within the business is one of the most effective ways to make sure those expectations are met and even surpassed..
Top Shopify Customer Support Apps for October 2020
With keen competition in the eCommerce space, customer service is a top priority. Alon Ghelber looks at some of the top Shopify Customer Support apps available today..
12 Ways to Provide Better Customer Service by Phone
Without a doubt one of the most important skills in business is the ability to communicate with customers by telephone. Here are 12 ways to provide better customer service by phone..
Adapting Customer Experience (CX) for a Post-COVID World
Maz Javadzadeh, client relationship director at Paragon Customer Communications outlines why businesses have a unique opportunity to position themselves at the forefront of transitions in consumer behaviour..
A 3-Step Formula for Consumer Trust in the AI Age
Adopting Artificial Intelligence is just the first step. Henry Jinman of EBI.AI reveals his 3-step formula for winning hearts and minds in the quest for consumer trust in the age of AI..
Customer Service Week: A Time to Celebrate Customers and Employees!
It’s that time of the year again, the leaves are changing from green to gold and red, there’s a chill in the air and it’s time to celebrate… It’s Customer Service Week!
Leading with Service During the COVID-19 Pandemic
The coronavirus brings new and unique challenges to organizations in every industry in all parts of the world. People are working in a time of tremendous uncertainty and stress..
7 Benefits of Six Sigma for Small Businesses
A satisfied customer is a happy customer and by understanding the benefits of six sigma you will be one step closer to improving the customer experience and achieving customer loyalty..
5 Ways Brands use eCommerce Data to Improve Their Customer Service
The customer experience your company provides to customers can’t simply be quantified in the number of sales, but can be measured at all phases of the customer experience..
Five Times the Erlang Formula Won’t Help You
There is no denying that the Erlang formula is a tried and tested predictor for linear customer journeys, but does it have the flexibility to remain accurate? Liam Hastie at Simul8 investigates..
Transforming Customer Service – What to Look for in a Conversational AI Tool
What should business leaders take into consideration when evaluating Conversational AI solutions? Jessica Gopalakrishnan, Senior Director of Marketing at Cognigy explains..
Free Webinar: Building the Ultimate Customer Service Workforce
Join us for the next free customer service webinar: Building the Ultimate Workforce – train, motivate and empower agents to strengthen customer loyalty and boost revenue..