Manufacturers Needlessly Let Customers Wait More Than a Week for Repairs
In half of support requests, long waits could be avoided with automation and better self-service capabilities..
How to Test Your Telephone Customer Service
Find out if your telephone customer service is winning or losing customers by making a “mystery call”..
Subscan Transforms Field Operations with Bigchange Mobile Technology
Subscan UDS, the utility, drainage, and survey company, has implemented a high tech mobile workforce system from company BigChange..
Nemesysco Emotion Analysis Technology Improves Japan Call Center Operations
Nemesysco’s voice analytics solutions are improving customer journey and sales performance in call centers across Japan..
Webinar: The Future of Customer Service – Trends to Test in 2020
Join this interactive discussion featuring customer service leaders from the Boston Red Sox, HP, Intuit and UL on a review of 2019 and what is coming next in 2020..
Northern Gas Networks Triple Triumph at Global Customer Experience Awards
The North of England’s gas distributor, Northern Gas Networks (NGN), scooped three awards at this year’s International Customer Experience Awards, in recognition of its world-class standards for customer service and cultural transformation. NGN beat stiff competition to win Gold for Business Change or Transformation, Silver for Customer-Centric Culture – Transformation and Bronze for the Best … Read more
A Complaint Is an Opportunity
In this excerpt from his book, Achieving Excellence Through Customer Service, John Tschohl explains why customer complaints are a golden opportunity for companies to improve their service..
Dramatic Change Doesn’t Have to Be Traumatic Change
The word dramatic is a great word. When you use it to describe changes you make to improve customer service, it has a positive meaning..
Developing an Effective Chat Bot Strategy to Fuel Exceptional Customer Experiences
Bots, and the underlying AI that drives them have become increasingly popular in many Customer Experience and contact center circles and for good reason..
Bad Customer Complaint Handling Can Ruin a Brand’s Reputation
The story of what happened when one single dissatisfied customer went out of his way to tell the world about his bad experience..
How a Rapid CX Response Can Save Lives
Customer experience can be one of the most crucial aspects of a corporation since it is one of the few direct gateways between the brand and the customer..
Why You Can’t Have CX Without EX
When companies spend time ensuring their employees are engaged, the results speak for themselves..
The Expanding Career Path Beyond the Contact Centre
The role of the Customer Service agent is expanding as organisations realise their contact centre houses valuable skills that can be utilised across the business..
5 Questions to Ask Before Putting AI into Practice and a Checklist for Success
Despite the power of artificial intelligence to transform the customer experience, many AI projects fail at the first hurdle. Henry Jinman at EBI.AI outlines the 5 most common mistakes..
Utilita Deploys Thoughtonomy Digital Workers to Enhance Customer Service
Utilita has recruited a digital ‘workforce’ to relieve their human counterparts of laborious, time-consuming tasks and make the business more efficient..
Workbooks CRM Study: More Than Half of Small and Medium Businesses Have Changed CRM Supplier
More than half of small and medium enterprises (SMEs) in the UK have changed CRM supplier according to the State of the CRM Market 2019 Report from Workbooks..
Uberizing the Utilities Sector in the Fourth Industrial Revolution
Louise Robertson, Global Marketing Director at Localz, examines the impact of the ‘IConomy’ on the customer experience..
Bring the Skills of the Theatre to Your Face-to-face Customer Service Training
To deliver the best Face-to-Face service you must think like a customer. Put yourself in their shoes and consider how you would feel being served by you..
A 5-Point Plan for the New Era of Customer Experience Intelligence
Welcome to the new era of customer experience intelligence where the very best of human talents and activities combine with contextual, predictive customer analytics..