Closing the Weakest Link: Call Centre Authentication
In the call centre industry, organisations are aiming to improve operational efficiency. But any gains made will all be lost if security is not factored into the equation..
Customer Service Articles
Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
Protecting Your Customers’ Data Before Disaster Strikes
When it comes to protecting customer data, avoiding complacency and staying agile are crucial to avoid being hit by a security breach..
Improve Customer Experience with Knowledge Management
A well-planned and maintained knowledge management system is the cornerstone of a successful customer experience strategy..
Customer Service: It’s the Little Things That Matter
It is often the small details that customers notice and remember more than the product they purchased. Pay attention to the little things and your customers will love you even more..
The Right Questions to Ask Your Customers
There are quite a few best practices out there to gain customer feedback to help improve your organization’s performance and growth. But are you asking the right questions?
Telephone Etiquette is Crucial to Customer Service
Telephone etiquette is a critical ingredient to making a positive first impression. Here’s what your employees need to know..
5 Customer Service Lessons from the Mall of America
Rick Conlow gained some key lessons from his customer service survey conducted at the Mall of America..
Nobody Goes There Anymore… It’s Too Crowded!
When your business becomes so successful that you can’t serve your customers, you need to get creative. Shep Hyken explains..
TRUST – A Priceless Commodity
Dr Valerie Bram shares some key insights into how companies can ensure they don’t lose their customers’ trust..
Service is Transforming: Is Your Organization Keeping Up?
For those organizations that may still be behind the curve, here are some ways to catch (and keep) up in today’s fast moving world of customer service..
Business Effectiveness – and Doing the Right Things
The key is to implement things that are effective and actually work for customers and the business – not just to satisfy an auditor..
Customer Understanding Is the Key to Growth
When we examine the concept of understanding customers in 2019, there are three trends to keep in the forefront of your strategic vision..
Create the Love…Talk to Your Customers
Why wouldn’t you love your customers? They’re keeping you in business. It’s up to you to set the stage for some powerful long-term successful relationships by simply… showing some love..
What Companies Get Wrong About the Customer Experience
Your customers are the ones that shape your growth, define your offerings, and pay the bills. But are you getting the customer experience wrong?
Customer Service: Doing the Right Thing
When it comes to taking care of customers, sometimes people go a little further than expected. Shep Hyken reveals how a taxi driver went the extra mile..
Get the Right People on Your Customer Experience Team
Successful teams are made up of the right people. This is true in sports and it is true in customer experience work. Learn what makes a great CX team..
New Year, New Rules of Customer Engagement
With channel options growing, learn how businesses are continuing to provide service experiences that are unified, consistent and compelling..
Customer Service Management: It’s Time to Change the Metrics
It’s time to end the outdated focus on AHT and create a new culture that embeds quality, satisfaction, loyalty and advocacy metrics within contact center performance..
4 Reasons Why Call Tracking is Crucial to Your Customer Service Targets
Customers have higher expectations for customer service compared to one year ago which has left many organizations reviewing their operations to meet targets..