Knowledge Base

Jeff Mowatt has put together a list of frequently asked questions on how to deal with internet trolls and regain trust with upset customers..

Today’s customers demand a great customer experience and will not settle for anything less. Here are ten ways to make it happen..

Business owners who have had great ideas know this feeling. You’ve had the stroke of inspiration, and you’ve used it to develop this excellent product. You know that people need it, and you can see how it can be innovated in the future. You’re all set. But then there’s the customer. Finding them is one … Read more

Five simple strategies you can implement to drive customers to your website, and keep them coming back to you instead of your competitors..

Progressive businesses are further engaging their customers via using social media..

One of the most senior positions in an organization, the Customer Service Director has the overall responsibility for the customer service function..

Paddy Coleman at QStory takes a closer look at how intraday automation is the next step-up in contact centre performance. Whether it’s called real-time or intraday management, real-time is back on the contact centre agenda with a vengeance. The need to be as proactive as possible is huge driver in contact centres. However, with unexpected … Read more

The internet has made it easier for businesses to expand and sell internationally; however, communicating with customers across different time zones can be challenging..

Performance review phrases are an important part of any managerial appraisal or overall performance review. These phrases provide useful tools for conveying to employees what they are doing right and what they are doing wrong during their interactions with customers. Below are seven useful performance review phrases for questions related to customer handling, customer satisfaction, … Read more

Once when my youngest daughter was about twelve she had a plan in mind for an upcoming trip. I don’t remember the details, but it was not a very realistic plan. “We’ll see,” I told her as she was laying it out for me. “Right,” she sneered in the way that only a tween girl talking … Read more

The job of a field collections officer (FCO) in the utility sector is sometimes perceived in a negative light. When thinking of debt collection, it’s not uncommon to imagine aggressive or intimidating collectors harassing customers. Our own research has found that 50% of customers feel they have been harassed during collections processes, while 48% say … Read more

John Tschohl provides a concise and practical list of six essential customer service principles for awesome service..

In a world where automated emails are deleted without a second thought and more and more businesses are opening their doors every day, you need to stand out if you want to get noticed. You can do this through personalisation, which not only includes the personal experience you give your customers, but also how you … Read more

Creating a customer service-oriented culture is a priority for most managers. Happy customers become loyal customers – and loyal customers bring in more customers..