Your Call Is Very Important to Us
Bryan Horn examines the state of customer service today and provides three ways to reduce customer frustration and promote positive outcomes..
Customer Service Articles
Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
Why Content Marketing Is Key to Connecting With Today’s Consumers
Producing valuable content and sharing expertise can in itself be a form of customer service that will build a sense of trust towards your business..
4 Strategies to Drive Customer Loyalty: Post-Pandemic Edition
In today’s irregular world you need to make sure your customers are loyal to your brand. Anastasia Tatsenko, Head of Sales and Customer Success at NetHunt CRM explains..
5 Habits of Exceptional Customer Service Managers
Customer service skills may be similar from job to job, but managers with these 5 habits excel at motivating, communicating and coaching their teams..
3 Ways to Embrace the Evolving World of Remote Work
Magnus Geverts of Calabrio shows how to drive workforce flexibility, enhance customer experience and employee satisfaction using modern workforce engagement management (WEM) solutions..
5 Ways Live Chat Can Help Your Business—and How to Find the Best Software
Here are some of the key benefits of implementing live chat as well as some tips on how to choose the best software for your organization..
Five Essential Tools for Better Customer Service
Customer service tools not only make it easier for you to reach out to your clients, but they also help to analyze and manage customer data to make informed business decisions..
AI to the Rescue: First Aid for Busy Contact Centres in Local Government
Can Artificial Intelligence (AI) really deflect calls away from the contact centre? Henry Jinman of EBI.AI outlines 7 reasons why conversational AI holds the answer..
5 Reasons to Implement Integrated Email Ticketing in Contact Centres
Jamie MacSween of Puzzel shares his thoughts on why email is important in contact centres and how to use automated ticketing to resolve a sharp influx of customer enquiries..
Voice of the Customer: The Importance of Feedback Surveys
Monitoring the Voice of the Customer (VoC) should be one of the ongoing projects in any service program. One way to achieve this is to perform a customer feedback survey..
Why a Go to Market Strategy Is Important for Every Business
Alon Ghelber, Chief Marketing Officer at Revuze reveals why the more customer engagement you have the more likely your customers will shop with you in the long run..
Boring Customer Service—Is That What Customers Want?
Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent..
Are Happy Agents the Secret to Happy Customers?
Mads Fosselius, Founder and CEO of Dixa explains how to create an environment where customer service agents feel empowered to do their best work..
5 Indispensable Skills for Customer Service Reps
When it comes to providing the best possible service to your customers, the people you hire make all the difference. Here are five basic skills your CSRs cannot be without..
Remote Onboarding – 5 Steps to Success
Thomas Rødseth of Puzzel and John Bhairoo of Black & White Recruitment share a five-point plan for successful remote onboarding of call centre staff..
To Improve Customer Experience Financial Services Firms Must Make Agent Retention a Priority
The sudden need to enable remote working has impacted all companies and operations, and customer service is no different. Jonathan Mobbs of Maintel explains..
Artificial Intelligence: 3 Benefits for the Insurance Industry
As the insurance sector competes to win market share, Henry Jinman at EBI.AI discusses three ways companies can benefit from the power of Artificial Intelligence. .
PCI DSS: The Forgotten Superhero
As millions of pounds are lost to Coronavirus scams, Rob Crutchington shows how to drive compliance and build customer confidence using Agent Assisted Payments..
The Impact of COVID-19 on Customer Service Job Market Trends
The coronavirus pandemic has drastically impacted every sector and industry, perhaps none more so than the customer service job family..