Christmas Customer Service: Preparing for the Busiest Season of the Year
With Christmas just around the corner, it’s time for retailers to gear up and manage one of the most important sales periods in their calendars, Christmas..
10 Key Customer Experience Trends for 2019
Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond..
Digital Excellence Research Summary Report 2019 Reveals Double-Edged Sword
Carl Grieves, Managing Director at Silverbear looks at the latest digital trends in the membership sector..
Give Your Customers the Gift of Live Engagement This Christmas
Priya Iyer, Chairman & CEO at Vee24 explains why Live Engagement could be the answer for online retailers looking to differentiate themselves in a very crowded marketplace..
Four Ways to Increase Meaningful Interactions with Your Customers
Mandy Holford, customer service director, looks at how enhancing customer experience could further benefit the utilities industry..
Implementing a Robust Customer Service Training Program
Any business that wants to grow and succeed should always be working towards perfecting their customer experience and focusing on creating effective customer service training programs..
Axis Group Hosts Institute of Customer Service CEO Breakfast
Axis Group, one of the UK’s fastest growing security, cleaning, front-of-house and support services organisations, hosted an Institute of Customer Service CEO breakfast briefing during October’s National Customer Service Week..
Tortoise or Hare – Which One Best Describes Your Contact Center?
According to Carlos Muňoz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates..
Airlines’ Digital Customer Service Research Revealed
Recent research by YouGov for Pegasystems reveals some interesting insight into how businesses can drive consumer satisfaction through customer service..
Don’t Forget to Connect Customer Service Week with Strategy
Learn how to use Customer Service Week to its fullest potential as a platform for employee engagement that fosters a deeper culture of service..
AI Technologies Are Revolutionising Customer Service, Research Shows
Companies in Europe are enhancing always-on, omnichannel customer service as more and more consumers embrace AI-driven experiences..
Lack of Preparation for AI Implementation Can Lead to Long-Term Failings
In a recent interview with CX Network, Phil Lewis, Managing Director, Corporate Punk and Sherrie Simmons, COO, In STEPPS outlined the necessary steps that need to be taken to fully prepare an organisation for AI..
Keep Calm and De-Scope! PCI DSS Compliance for Contact Centres
Colin Hay at Puzzel met up with Tony Smith at PCI Pal to discuss how to make compliance and customer experience the perfect match. Here are their thoughts and 3 ways to de-scope your contact centre.
Do You Have Customer Service DNA?
Some people are just naturally good at providing great customer service. But are they born with it, or do they learn it? How do they recognize this is what they are good at? Shep Hyken has the answers..
How to Create Customer Journey Maps That Work
Many organizations are using customer journey mapping to understand and improve the customer experience. Here is a structure that can add clarity and power in the process..
Conversational Process Automation: Understand and Resolve Customer Intent Cost-Effectively
Learn how a recent innovation called Conversational Process Automation is truly making it possible to understand customer intent, and do so cost-effectively..
3 Reasons to Listen to Your Front-Line Employees
It’s important to appreciate and listen to front-line employees. Errol Allen lists his top three reasons not to take your customer service heroes for granted..
The Missing Sentiment Analysis from Contact Centre Data
Dan Somers of Warwick Analytics explains how machine learning is improving the lack of accuracy and relevance associated with sentiment analysis..
Why Your Customer Experience Must Include Empathy
We all know what empathy is and hopefully, many of us display it and receive it daily. Empathy builds human connections. It fosters an emotional rapport and bond with your customers..