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.
Customer Service Articles
Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
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..
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..
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..