Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
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)..
Adam Taylor, MD at VeriCall reveals a radical new approach to providing high volume service operations that support redesigned customer journeys across multi platforms..
Getting the user experience right will protect your investment in tech and keep agents happy and productive. Caroline Handyside, Product Designer at Cirrus explains..
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..
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..
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..
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..
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..
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..
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!
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..
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..
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..
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..
What should business leaders take into consideration when evaluating Conversational AI solutions? Jessica Gopalakrishnan, Senior Director of Marketing at Cognigy explains..
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..
Bryan Horn examines the state of customer service today and provides three ways to reduce customer frustration and promote positive outcomes..
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..
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..