The Contact Center Questions Raised by Coronavirus
We all know we should expect the unexpected – that’s the nature of business. But what if you had to cease operations in multiple cities and countries at the same time?
Customer Service Articles
Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
Call Centres Coming Home: How Technology Can Smooth the Move
Gary Williams, Director of Sales and Consultancy at Spitch explores how onshore call centres relative costs can be addressed with technology..
In Choosing a CRM, Company Culture Reigns King
When deciding on a CRM application—or for just about any software application—many companies consider service to be synonymous with ease of use. .
6 Ways Employees Are Motivated by Work
Here are some ways employees remain motivated by work and what you should consider implementing in your business to encourage positivity..
10 Ways to Transform an Angry Customer Into a Loyal Client
If you asked 100 Customer Service Representatives to identify their least favorite aspect of their job, 98 would probably say it is dealing with angry customers..
4 Lessons From the Cult of the Customer
Shep Hyken shares some quotes from his revised and updated book ‘The Cult of the Customer’ to get you thinking about how to amaze your customers..
Differentiation Is Not About Customer Needs, but Objectives
There’s a constant push to differentiate in today’s competitive climate. But true differentiation comes from a deep, intimate connection with customers..
5 Benefits of Social Media in Customer Service
A recent survey found that nearly half of all users of social media channels, like Twitter or Facebook, have used these websites to reach out to companies for service..
Using Artificial Intelligence to Build a Great Future for CX
AI is already here and it’s revolutionising the way businesses manage their data to transform the customer experience (CX). Henry Jinman shares his top three tips..
Why the Gig Economy and Customer Service Go Hand in Hand
Roger Beadle, CEO at Limitless explains why agile customer service models are needed and how businesses can take advantage of the gig economy to improve their customer experience..
Why Integration Over Total Automation Is Key for Customer Service Success
When it comes to customer service in 2020 companies must implement the best methods for their product or service. Here are a few key ways to decide where and when to make those needed changes..
How AI Has Changed Customer Experience Forever
Learn how having a clear digital strategy and omni-channel solution at the core, overlaid with AI is the real gamechanger to customer service..
The Five Building Blocks of Successful Customer Strategy
Find out what makes a successful customer strategy in 2020 and understand the five most important building blocks necessary to deliver on it..
Ten Ways to Supercharge Your Customer Service
Is your customer service in need of an overhaul? Here are ten quick and easy ways to take your customer service to the next level..
4 Social Media Customer Service Best Practices
This article highlights four social media customer service best practices to help you wow your clients online..
Top Metrics to Make Your Call Center a Success
If you’re looking into upgrading or implementing call center software, read on as we detail some important things to consider to make it a success..
How to Design Your Perfect Customer Service Plan
In an excerpt from his book, Achieving Excellence Through Customer Service, John Tschohl provides a guide to preparing a plan for customer service success..
Smile and the World Smiles With You—Unless It’s Fake
Shep Hyken reflects on the importance of a genuine smile when dealing with customers and why as a Customer Service Manager you should ‘hire for attitude’..
How to Self-Audit Your Company’s Customer Experience
Kristina Evey looks at ways to identify opportunities that would add more value to your existing processes or systems..