Home Is Where the Heart of CX Is
Antony Jagger, Manager, Customer Solutions, Aptean, looks at some of the challenges associated with mobilising customer services teams in the financial services sector..
Customer Service After COVID-19: The Choice Is Yours
How you treat your customers during the COVID pandemic will set the stage for the future. Bryan Horn looks at the way forward after the crisis..
The 9 Best Ways to Win Back an Upset Customer
Many service providers have lost sight of what really matters. Steve DiGioia reveals his best strategies for winning back upset customers..
Don’t Let Your Customers Fall in the Expected Experiences Gap
Shep Hyken gives his latest view on the gap between the best customer service performers and most companies today..
Free Webinar: Increasing Customer Engagement to Reduce Resolution Times
Join the next free Reuters Events webinar to hear how real-world customer service leaders are using innovative and efficient strategies to boost customer engagement..
Capital City College Group Adopts Puzzel for Multi-Brand Contact Centre
Capital City College Group has successfully implemented Puzzel’s omni-channel customer service solution including the latest AI-powered Agent Assist technology..
Keeping Customers Happy with OneDesk
Successful companies strive to support their customers with the best people and more increasingly, the best technology. Here I review OneDesk, a popular customer service solution..
Electricity Firm Branches out to Deliver More Than Just Power
Power cuts are rare, but if there’s ever a lengthy power cut UK Power Networks are offering to get customers a takeaway delivered..
How You Present Yourself on Video Conferencing Can Impact Your Career
The results of a recent survey reveal 40% of UK workers judge their colleagues on how their house looks over video conferencing..
Why a Customer-First Mentality Is Now More Important Than Ever
Howard Spector, co-founder and CEO of SimplePractice, explains why a customer-centric culture must permeate through an organization’s every action..
‘Gig’ Customer Service Booming During COVID-19 Says Report
Two thirds of people signed up on ‘gig’ customer service (GigCX) platforms are seeing an increase in demand for customer service tasks since the COVID-19 pandemic began..
Artificial Intelligence: First Aid for Companies in Challenging Times
When unexpected events occur and customer demand increases what can companies do? Henry Jinman at EBI.AI outlines four ways conversational AI can help and shares a real-life example..
Free Webinar: How to Manage COVID-19’s Impact on Your Customer Service
Get a head start on the future of CX in this latest webinar, featuring best practices and strategic advice from Master Card and Sure Petcare..
How Plain Language Reduces Call Centre Volume By 19%
Fergal McGovern, CEO of VisibleThread explains why communicating in plain language results in less customer confusion, reduced workload and a stronger customer experience..
Which 5 Traits Would You Choose to Build the Ideal Customer Service Agent?
Great service means great people. Steve DiGioia looks at the key traits you need to consider when hiring your ideal Customer Service Agent..
Taking Customer Service From Good to Great!
Customer experience trainer Bryan Horn reflects on how customer service standards have fallen and offers some ways to take customer service from good to great..
Geomant Releases Contact Centre for Microsoft Teams
Geomant’s Buzzeasy Contact Centre for Microsoft Teams is now available, helping businesses extend the power of collaboration into the contact centre..
How to Market Customer Experiences in a Time of Isolation
Now is the time for brands, businesses and organisations to look at what they can achieve, provide and do, to create an online, virtual version of themselves..
How to Quickly Onboard New Call Center Workers in Times of Crisis
Derek Jones, VP Enterprise Strategy, Americas at Deputy outlines the steps call centers need to take for quick onboarding of new employees..