Uberizing the Utilities Sector in the Fourth Industrial Revolution
Louise Robertson, Global Marketing Director at Localz, examines the impact of the ‘IConomy’ on the customer experience..
Customer Service Articles
Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
Bring the Skills of the Theatre to Your Face-to-face Customer Service Training
To deliver the best Face-to-Face service you must think like a customer. Put yourself in their shoes and consider how you would feel being served by you..
A 5-Point Plan for the New Era of Customer Experience Intelligence
Welcome to the new era of customer experience intelligence where the very best of human talents and activities combine with contextual, predictive customer analytics..
Blending the Best of Clicks and Bricks to Stop Customer Churn
Retailers are now recognizing the importance of business outcomes and delivering outstanding customer experience. Dr John Bates, CEO at Eggplant explains..
How Utilities Can Use Digital Communication to Fix a Fractured CX
When it comes to providing a seamless customer experience, the best place to start is with communications..
Working in Partnership to Deliver Enhanced Customer Service
In the final blog of the series, Samantha Saunders hands over to Rob Stefanovic to share an example of how cooperation between partners can help build trust and recognition..
Company-Wide Commitment Is Needed to Lead Customer Service Innovation
Continuing with our special Customer Service Week series, OmniServ’s Samantha Saunders argues that to lead customer service innovation, you need commitment across the board..
Recognizing Great Staff Performance Is Key to Improving Service Quality
The third post in our Customer Service Week series by Samantha Saunders examines the importance of employee engagement and recognition..
Deliver Better Customer Service by Breaking Down Internal Barriers
In the second of a special Customer Service Week series, Samantha Saunders explores how cross-training staff improves morale, attitude and service delivery..
Delivering Quality Customer Service to Disabled Passengers
Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ shares the first of five special insights for Customer Service Week..
AI in Ecommerce: Personalization and Beyond
Kate Pioryshkina, Sales Manager at Iflexion takes a close look at how AI is transforming the ecommerce customer experience..
How Call Center Outsourcing Can Save You Time and Cost
As more companies look for ways of lowering costs and increasing productivity, David Miller looks at some of the benefits of outsourcing your call center operation..
5 Ways to Deliver Better Service for Customer Service Week
In recognition of National Customer Service Week, Shep Hyken provides some ways to deliver even better customer service..
Ten Strategies for Building Strong Internal Customer Relationships
Bob Lucas reveals his powerful strategies for building and maintaining strong internal customer relationships..
How to Win Customers Instantly With Phone Courtesy
Whoever answers your phone represents the entire organization and its philosophy about customer service. Phone courtesy needs to be rule # 1..
Customer Service Superpowers: How Visual Tools Could Give Your Business the Edge
Wendy Hamilton, CEO of TechSmith, discusses the transformative power of visual tools for customer service teams..
5 Ways AI and Machine Learning Are Automating Customer Service in 2019
AI has overhauled the way companies sell and customers shop. Artificial intelligence in eCommerce has opened up endless avenues of possibilities for engaging customers..
Is Your Customer Personalization Actually Personal?
Andrea Belk Olson investigates the topic of customer personalization and explains how it can add depth to your customer relationship building..
What We Can Learn About the Italian Approach to Customer Service
Are cultural insights significant in terms of their impact on customer service? Dr Laura Olcelli investigates…