Webinar: Unleash the Full Potential of Your Support Agents
Join customer service leaders from Marriott, Home Depot, Leumi Bank and Bold 360 on our latest webinar: Unleash the Full Potential of Your Support Agents..
Teliax Expands Cloud Offerings With New Services From QuandaGo
Official global partner to deliver the QuandaGo connected experience platform with Contact Center, Process Automation and Knowledge Management services..
How to Design Your Perfect Customer Service Plan
In an excerpt from his book, Achieving Excellence Through Customer Service, John Tschohl provides a guide to preparing a plan for customer service success..
Smile and the World Smiles With You—Unless It’s Fake
Shep Hyken reflects on the importance of a genuine smile when dealing with customers and why as a Customer Service Manager you should ‘hire for attitude’..
Romero Insurance Brokers reveals the results of The Customer Experience Report 2020
The UK’s leading independent insurance broker surveyed hundreds of business professionals to gather a comprehensive overview of customer experience expectations across all sectors. Headline stats include: • High customer service levels are important to 96% of purchasers • Customer service was named the most important factor when making a business decision, overtaking other key factors … Read more
TeamSupport Improves Collaboration Capabilities Through Expanded Salesforce Integration
B2B customer support software allows teams to associate products with tickets, enabling quicker issue identification and resolution. TeamSupport, the industry’s top business-to-business (B2B) focused customer support software solution, today announces an expanded integration with Salesforce. The integration increases visibility and collaboration across teams by enabling the association of products with support tickets to help better … Read more
How to Self-Audit Your Company’s Customer Experience
Kristina Evey looks at ways to identify opportunities that would add more value to your existing processes or systems..
Most Returned Christmas Gifts Revealed
Latest data by B-Stock, a leading online secondary marketplace, showed that toys, speciality kitchen items, tools and women’s trendy apparel are the most returned items. The number of products being sent back on National Returns Day (2nd January) were expected to be 72% higher than the average day in December according to the Royal Mail. … Read more
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?
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..
New Customer Payment Options Take the Headache out of PCI Dss Compliance for Contact Centres
With card fraud and identify theft continuing to hit the headlines, Jason Roos, CEO of Cirrus, discusses how call centres can navigate the options..
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..
Ava the Chatbot Replaces AirAsia Call Centers
AirAsia is closing its voice call centers and replacing them with an artificial intelligence powered chatbot called Ava..
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..
Poly Introduces New Contact Center Solutions to Enhance Customer Satisfaction
Poly have announced the additions of the EncorePro 300 headset and MDA 500QD series audio processor to its portfolio of devices for the modern-day contact center..
More Than 500 IT Professionals Chose Their Preferred Customer Service Management Vendors
Info-Tech Research Group’s division Software Reviews recently conducted a study of more than 500 IT professionals regarding their preferred CSM vendors..