Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
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..
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..
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..
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..
Mads Fosselius, Founder and CEO of Dixa explains how to create an environment where customer service agents feel empowered to do their best work..
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..
Thomas Rødseth of Puzzel and John Bhairoo of Black & White Recruitment share a five-point plan for successful remote onboarding of call centre staff..
The sudden need to enable remote working has impacted all companies and operations, and customer service is no different. Jonathan Mobbs of Maintel explains..
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. .
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 coronavirus pandemic has drastically impacted every sector and industry, perhaps none more so than the customer service job family..
The marketing landscape is constantly changing and evolving. Nowadays customers want ‘immediate’, whether that’s immediate results, immediate satisfaction, or immediate blame..
Michael Reiserer, MD EASY Software, Germany, reveals many companies are making good progress towards employee and supplier experience management but there is still work to be done..
Edmund Ovington, VP at Unbabel, discusses the impact of the pandemic and the challenges customer service teams face to scale up and respond quickly to customer needs..
Bryan Horn talks standards and why he believes it is essential to have a dedicated director with a customer-first mindset leading your operation..
Purity, the experiential marketing agency have produced this useful infographic to help inspire new ways of creating virtual experiences in the new reality..
Remember the days when people noticed good customer service, talked about it, and most importantly—rewarded you for it? Happy customers would return and spread the word..
Get ready to do a little math. While not my typical lesson, this is very important. It’s about customer retention—which can lead to customer loyalty..
Speech recognition software is becoming a key technology in our everyday lives. Despite this, there are some reservations. Gary Williams investigates..