3 Ways to Commit to Delivering First Class Customer Service
Customer service excellence is a continuous, ongoing process. Here are some key ways to deliver first class service..
How to Deliver an Exceptional Customer Service With Your Contact Centre
The trends and challenges impacting contact centre people, processes and technology, illustrated with case studies and in-depth Interviews with customer service leaders..
Analytics Breakthroughs: How to Really Know What Your Customer Wants from You
In business today, excellence in customer experience is not just a buzzword, it is an absolute necessity. Learn how analytics can play a key role in identifying and understanding your customers’ needs..
Dial Intelecom for Sweden, the First Country in the World to Have Its Own Telephone Number
Børge Astrup, managing director of Intelecom Contact Centre Division explains how the latest contact centre technology is revolutionising the travel industry with a new form of ‘reality’ tourism in the cloud..
Are You Prepared for the Hidden Side of Social Media?
In today’s digitally connected world it’s critical that you don’t sit on the sidelines and observe—you must actively engage with your customers. Elena Lockett at FM Outsource, digs deeper into the hidden side of social media..
Omni-Channel Is Hot News So What’s the Hitch?
Magnus Geverts at Teleopti takes a look at providing a cohesive experience across different channels supported by flexible workforce management (WFM).
7 Signs of Legendary Customer Service
The possibility to provide exceptional service is available to almost any company—if it believes in its people, is willing to innovate, and really cares about their customers’ experience..
3 Things to Learn from this Amazing Customer Service Story
A recent segment on the CBS Sunday Morning show had an amazing customer service story. Shep Hyken shares the experience and highlights three things we can learn from it..
In Customer Service, Your People Are NOT Your Most Important Asset
In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.” Bill Quiseng explains..
4 Strategies for Strengthening Customer Relationships
How to maintain positive customer relationships by working to meet your customers’ needs, wants and expectations..
5 Reasons Why Customer Service Is Important to Startups
Customer service is important for every business, but even more so when you are just starting out. Here are five reasons why your customer service is so important if you are a start up..
The Global State of Customer Experience 2016
This in-depth research report written by CX Network looks at the key customer experience trends, challenges and investments for the next 12 –18 months..
Customer Service of the Year Awards – Open for Entry
The time has come to gain industry-wide recognition of your commitment to customer service by entering this year’s Customer Service of the Year awards. The awards celebrate companies that go the extra mile for their customers, recognising organisations that put customer service at the heart of their business. In addition to the opportunity of winning … Read more
Results of First UK Contact Centre Quality Monitoring Survey Results Announced by Agilisys
Agilisys has released the findings of its first UK Contact Centre Quality Monitoring Survey, a study into how organisations approach quality monitoring and the tools and technologies they use to measure customer experience..
Dare to Care: Why You Can’t Script Sincerity in Customer Service
Learn why your customer service team must have empathy, sympathy, patience, tolerance, understanding, passion and, of course, sincerity..
Why Customer Satisfaction Surveys Backfire
Are you following the trend of conducting customer surveys? You might want to think again. In this article John Tschohl argues that developing your leadership team and workforce to provide superior service is a better use of resources..
Four Steps to Increase Customer Retention
In these days of fierce competition, it’s crucial to do everything that you can to protect your customer base. Errol Allen explains how..
7 Tips to Improve the Customer Experience
Continuously changing and improving the customer experience will help you develop deeper customer relationships over time..
How to Provide a Better Customer Experience by Going the Extra Mile
Shep Hyken looks at the simple concept of going the extra mile—giving customers more than were hoping to get..