Why a Chatbot Alone Isn’t the Answer
Sarah Al-Hussaini, Co-Founder and COO of Ultimate.ai, explains why chatbots must be part of the customer journey if their full potential is to be realized..
How to Boost Communication With Your Team During the Pandemic
Wherever you’re working, what’s most critical is how and what is communicated by the business leaders to their teams..
Can Employees’ Level of Customer Service Be Affected by Their Job Happiness?
Happy customers will lead to your success but how do we ensure this level of customer satisfaction is consistently met? Through the hard work and dedication of our staff..
Customer Support Guide to Effectively Helping Your Customers
The definitive guide to supporting customers from product to retention by Emil Hajric, CEO at Helpjuice.com..
With a Focus on Customer Convenience, Wag! is the Model for Mobile-First Support
Wag! is a perfect example of how an on-demand company is adopting technology that focuses on customer convenience. Learn more in this in-depth case study..
Best Tips to Improve Customer Service
If you want to up your customer service game, you’re making a great decision. Here are eight tips to help you get started..
Avaya Enabling Hundreds of Thousands to Work Remotely in the Face of COVID-19 Challenges
Avaya is helping businesses, educational institutions, healthcare providers, governments and other organizations quickly adapt to a remote workforce..
Customer Service Skills That Will Make You a Better Project Manager
At first sight, it might not seem like project management has a lot to do with customer service. Read on to discover some surprising cross-over skills..
5 Ways to Apply AI and Win Back Business
Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centres during spikes in demand..
The Contact Center Questions Raised by Coronavirus
We all know we should expect the unexpected – that’s the nature of business. But what if you had to cease operations in multiple cities and countries at the same time?
Call Centres Coming Home: How Technology Can Smooth the Move
Gary Williams, Director of Sales and Consultancy at Spitch explores how onshore call centres relative costs can be addressed with technology..
In Choosing a CRM, Company Culture Reigns King
When deciding on a CRM application—or for just about any software application—many companies consider service to be synonymous with ease of use. .
6 Ways Employees Are Motivated by Work
Here are some ways employees remain motivated by work and what you should consider implementing in your business to encourage positivity..
Have Your Say! The Annual State of Customer Service Report
Each year this industry defining report provides key insights on the latest service, support and CX benchmarks and trends. Complete the survey and receive the full report..
10 Ways to Transform an Angry Customer Into a Loyal Client
If you asked 100 Customer Service Representatives to identify their least favorite aspect of their job, 98 would probably say it is dealing with angry customers..
4 Lessons From the Cult of the Customer
Shep Hyken shares some quotes from his revised and updated book ‘The Cult of the Customer’ to get you thinking about how to amaze your customers..
Differentiation Is Not About Customer Needs, but Objectives
There’s a constant push to differentiate in today’s competitive climate. But true differentiation comes from a deep, intimate connection with customers..
5 Benefits of Social Media in Customer Service
A recent survey found that nearly half of all users of social media channels, like Twitter or Facebook, have used these websites to reach out to companies for service..
Spitch and Creative Virtual Partner to Bring Speech Recognition and Conversational AI Together
The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services..