There is no denying that the Erlang formula is a tried and tested predictor for linear customer journeys, but does it have the flexibility to remain accurate? Liam Hastie at Simul8 investigates..
What should business leaders take into consideration when evaluating Conversational AI solutions? Jessica Gopalakrishnan, Senior Director of Marketing at Cognigy explains..
Exciting new capability provides an added secure payment option for PCI Pal customers, allowing callers to speak payment details securely..
Join us for the next free customer service webinar: Building the Ultimate Workforce – train, motivate and empower agents to strengthen customer loyalty and boost revenue..
mGage, a leading global mobile messaging provider, has launched the first-of-its-kind solution to bring Mobile Payments within the Rich Communication Services (RCS) channel..
Bryan Horn examines the state of customer service today and provides three ways to reduce customer frustration and promote positive outcomes..
Producing valuable content and sharing expertise can in itself be a form of customer service that will build a sense of trust towards your business..
In today’s irregular world you need to make sure your customers are loyal to your brand. Anastasia Tatsenko, Head of Sales and Customer Success at NetHunt CRM explains..
Businesses no longer have to choose between clunky email ticketing systems that work for their team and the modern, messenger-based experience customers demand..
Thirteen is transforming its facilities management (FM) services with new mobile workforce management technology supplied by Leeds-based BigChange..
Customer service skills may be similar from job to job, but managers with these 5 habits excel at motivating, communicating and coaching their teams..
Magnus Geverts of Calabrio shows how to drive workforce flexibility, enhance customer experience and employee satisfaction using modern workforce engagement management (WEM) solutions..
Here are some of the key benefits of implementing live chat as well as some tips on how to choose the best software for your organization..
Join 25+ industry leading speakers, ranging from across the customer service, experience, care and support communities at this free virtual event..
Customer service tools not only make it easier for you to reach out to your clients, but they also help to analyze and manage customer data to make informed business decisions..
Can Artificial Intelligence (AI) really deflect calls away from the contact centre? Henry Jinman of EBI.AI outlines 7 reasons why conversational AI holds the answer..
Jamie MacSween of Puzzel shares his thoughts on why email is important in contact centres and how to use automated ticketing to resolve a sharp influx of customer enquiries..
Utilizing Bluetooth Tracing Technology, Contact Harald is giving businesses a new way to keep their employees and customers protected with one simple proximity tracking card..
Monitoring the Voice of the Customer (VoC) should be one of the ongoing projects in any service program. One way to achieve this is to perform a customer feedback survey..