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..
Learn why your customer service team must have empathy, sympathy, patience, tolerance, understanding, passion and, of course, sincerity..
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..
In these days of fierce competition, it’s crucial to do everything that you can to protect your customer base. Errol Allen explains how..
Continuously changing and improving the customer experience will help you develop deeper customer relationships over time..
Shep Hyken looks at the simple concept of going the extra mile—giving customers more than were hoping to get..
Providing good customer service just isn’t enough anymore. Encourage your team to take customer service from bland and boring to knock-your-socks-off spectacular with these five tips..
Dave Murray explores two ways to turn your call center into a center for building excellent customer relationships..
In this case study we look at how the combination of technology and a great customer/supplier relationship can bring success to a business in a competitive environment..
What is Field Service USA? Innovation. Progression. That’s Field Service. Field Service is your one-stop shop for all things service and support; an event where inspiration meets innovation; socializing meets ROI..
Here are three ways to dramatically improve the value of customer service as perceived by your customers..
Howard Williams, marketing director of Parker Software, looks at the value of personalising digital engagement with customers..
Despite its importance to consumers, email is falling behind social media when it comes to customer service, with UK brands answering just 38% of emailed questions, according to a new study..
Poor customer experience is costing UK brands at least £234 billion a year, as customers abandon online purchases in frustration and take their business elsewhere, according to new research from cloud-based contact centre solution provider Magnetic North..
The benefits of strong customer relationships are many. Repeat sales, sustainability and growth as well as lower customer acquisition costs are among the reasons why it is important to forge strong bonds with your customers..
Your customers are not loyal. The truth is that 75% of your customers would gladly do business with the competition—because companies have not created the emotional connection that creates customer loyalty and advocacy..
It’s a well known fact that happy employees mean happy customers. Adzuna’s Stephen Pritchard looks at some ways you can treat your employees better and as a result, improve your customer service..
When you resolve situations quickly and effectively, customers will pay you back with continued or increased loyalty. John Tschohl looks at four leading companies who have built their success on delivering fast customer service..
According to a new report, the practice of Revenue Lifecycle Management—a prescriptive, systemic approach to maximizing revenue throughout the lifetime of the customer relationship—correlates directly with positive measures of corporate performance such as greater overall revenue growth, revenue expansion from existing customers and higher customer renewal rates..