6 Customer Service Mistakes—and How to Overcome Them
Even the best-oiled customer service machines are bound to malfunction on occasion. When a mistake occurs, how does your business handle the blunder?
Customer Service Articles
Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
Improve How Your Business Handles Customer Returns
Here are some tips to improve how your business handles customer returns, so you can cut down on admin and keep your customers happy..
How to Use the UMPS Method for Positive Customer Interactions
In an industry where it’s important to be memorable, Roger Wolkoff explains how the UMPS Method can be used to help close conversations..
Top Customer Service Management Solutions for Your Business
Customer service management is essential for growing a profitable, successful business. Here are some of the top solutions available to customer service managers..
5 Banking Customer Experience Predictions for 2020
John Ing, Principal Operations Lead for CX at ECS shares his CX Predictions for the banking industry in 2020..
Avoid Seasonal Highs and Lows with These Customer Experience Tips
Every year organizations invest millions to deliver a high-quality customer experience (CX) during their seasonal periods. Peter Mullen at VXI Global Solutions investigates..
Top Five Predictions for Customer Listening in 2020
Improving the customer experience will continue to be a priority for businesses in 2020, meaning driving insights from customer data has never been more important..
Top 5 Customer Experience Predictions for 2020
Philip Say, VP of Innovation Product Management, Sutherland Labs shares his CX Predictions for 2020..
AI for Customer Care Automation
With volumes of business communication growing constantly, intelligent automation is a priority for growing businesses..
How Poor Treatment by Customers Leads to High Turnover in the Service Industry
UBC Sauder School of Business researchers have measured employees’ experience of customer mistreatment and its emotional effects, as well as their quit rates..
Manufacturers Needlessly Let Customers Wait More Than a Week for Repairs
In half of support requests, long waits could be avoided with automation and better self-service capabilities..
How to Test Your Telephone Customer Service
Find out if your telephone customer service is winning or losing customers by making a “mystery call”..
A Complaint Is an Opportunity
In this excerpt from his book, Achieving Excellence Through Customer Service, John Tschohl explains why customer complaints are a golden opportunity for companies to improve their service..
Dramatic Change Doesn’t Have to Be Traumatic Change
The word dramatic is a great word. When you use it to describe changes you make to improve customer service, it has a positive meaning..
Developing an Effective Chat Bot Strategy to Fuel Exceptional Customer Experiences
Bots, and the underlying AI that drives them have become increasingly popular in many Customer Experience and contact center circles and for good reason..
Bad Customer Complaint Handling Can Ruin a Brand’s Reputation
The story of what happened when one single dissatisfied customer went out of his way to tell the world about his bad experience..
How a Rapid CX Response Can Save Lives
Customer experience can be one of the most crucial aspects of a corporation since it is one of the few direct gateways between the brand and the customer..
Why You Can’t Have CX Without EX
When companies spend time ensuring their employees are engaged, the results speak for themselves..
The Expanding Career Path Beyond the Contact Centre
The role of the Customer Service agent is expanding as organisations realise their contact centre houses valuable skills that can be utilised across the business..