There’s No I in Team, but What About AI?
Cathal McGloin, CEO of ServisBOT describes why AI is perfectly poised to help customer service professionals shine..
WBR Announces Full Agenda and Speakers for Field Service Amelia Island Conference
Global Field Service leaders meet to share service and support best practices this August 27th-29th at beautiful island resort in Florida..
The 3 Secrets to “Wow!” Customer Service
Cindy Solomon reveals the secrets of amazing customer service – and how you can provide the same “Wow!” experience by following these three simple but powerful steps..
11 Customer Experience Flaws that Predict a Company’s Failure
Fatal flaws in customer experience foretell the demise of many companies. Learn to recognize these flaws and put in place a CX strategy that ensures you become a leader not a loser..
5 Ways to Disrupt Your Competition with Customer Service
Shep Hyken suggests five ways you can compete – and disrupt – your competition by providing unforgettable customer service..
How to Turn Your Contact Centre Into an Early Warning System
Dan Somers of Warwick Analytics measures the true ‘Cost of Deviation’ from the customer journey..
State of Customer Service Report – Microsoft, KLM and 500+ Leaders on the Future of Customer Service
The annual Incite Group State of Customer Service Survey will give you in-depth insights from 500+ respondents on the key issues and opportunities your peers see in 2018, and new statistics to benchmark against..
Webinar: How Microsoft and Travelzoo Reimagine Customer Service
Join Mary McCarthy, EMEA Customer Service Director at Microsoft and Philip Purdy, Head, Customer and Client Services Europe at Travelzoo as they deliver 45 minutes of customer service insights, Q&A and best practice..
4 Ways Technology Will Bring out the Best in Your Contact Center Agents
Here are four ways WFM solutions can help get the best out of your frontline agents and keep your customers satisfied..
How Philanthropy Will Promote Customer Engagement and Boost Your Business
Check out how philanthropy will promote customer engagement, improve employee satisfaction and boost your business..
A Consistent 98% Customer Satisfaction (CSAT) isn’t Difficult to Achieve
Organizations have to constantly work to ensure customer satisfaction trumps company profits. Here are a few ways to ensure your customer satisfaction hits the mark..
AI is the Powerhouse Enabling Friendly Customer Service
In today’s empathy economy companies are increasingly turning to artificial intelligence tools to enable and drive an effective and friendly customer service operation..
How to Enhance Your Status in Your Customer’s Eyes
Jeff Mowat explains why putting your customer on a pedestal is a mistake and why treating your customer as your equal is a better approach to customer service success..
How Secure is Your Live Chat Solution?
Malene Wessel reveals which features build trust in live chat and how to find out if your solution is GDPR compliant..
We’re the Front Desk, Not the Shipping Department
Shep Hyken shares a shocking example of poor customer service in the hotel industry—and how a new member of staff put things right..
Consumers Ditch Businesses Following Poor Customer Service
Brands are failing to create the positive, emotive experiences that drive customer loyalty..
Customer Onboarding and Its Impact on Satisfaction
One of the most effective ways to satisfy a newly acquired customer is through effective onboarding. Here are some tips on how to get off to good start with your customers..
Building Employee Financial Wellness Enhances Employee Retention
Available at no cost for companies to implement or administer, the PayActiv financial wellness platform gives low-to-moderate income workers access to their earned but unpaid wages between pay periods..
10 Steps to Preparing Your Business for GDPR
The General Data Protection Regulation (GDPR) is a new set of rules that will soon be mandated for those businesses dealing with European consumers. Here’s what you need to know..