Genesys Integrates Skype for Business into its CX Platform
Genesys, a leader in customer experience and contact centre solutions has announced its integration with Skype for Business.
Anticipating the Future of Financial Services Customer Complaints Handling
In response to the Financial Conduct Authority’s Consultation Paper on Improving Complaints Handling [CP14/30], Aptean – a leading provider of customer complaints handling software in the Financial Services sector – has conducted a user group with industry representatives to gauge their thoughts on its pending implementation. Here, Duane George, Respond Product Director at Aptean, discusses … Read more
Are You Customer-Focused or Operations-Focused? Six Things that Make the Difference
Many companies that claim to offer good customer service in reality are grounded in an operations mentality. Here are six things that really make the difference.
How to Move Lost Customers into Profit
Everyone says the customer is important, but only a few savvy companies invest the time, effort and financial resources needed to build a loyal customer base. In this article you’ll learn how to move lost customers back into the profit zone.
Customer Experience: How to Capture the Right Customer Insights
To facilitate the holy grail of the digital customer experience you need a lot more than just some general online feedback or survey tools.
5 New Customer Behaviors All Customer Service Managers Need to Know
The digital revolution has forced companies to re-evaluate their customer communication programs and marketing tactics. Here are five new customer behaviors all customer service managers need to know.
Are You in the Customer Service Fast Lane?
Some companies deliver added value with their customer service and are recognized for it. These companies are in the “customer service fast lane”. Are you?
15 Principles for Complete Customer Service
In this article Ken Wallace presents his fifteen principles for complete customer service.
Revolutionary Customer Service: Let’s Train the Customer Instead
Going against the grain of customer service training, how about we train our customers?
The Three Worst Words in Customer Service
By changing a few words, you can turn a bad customer experience into a great one.
Turn Employee Customer Service Best Practice into Standard Practice
Companies need to be aware and observant of situations where employees exceed customer expectations and make it part of their standard practice.
Deliver Amazing Service by Respecting Your Customer’s Time
The best companies understand that customers want time-saving options.
Full Service Recovery: How to Handle the Screw Up
When things do go wrong it’s how you recover and delight the customer that truly sets you apart from other companies. Here are five steps to save the customer relationship.
How to Create a Higher Level of Service Using the Power of Perception
Put yourself in your customer’s shoes on a regular basis and learn about you and your company from their perspective.
Customer Service Policy: Are Your Customers Stuck in the Middle?
Errol Allen looks at three ways to ensure a seamless customer experience.
10 Simple Steps to Stellar Customer Service
The good news is, it’s not hard to give great customer service. You simply have to be aware and make it a priority. Following are 10 tips to help you offer stellar customer service.
Customer Service Surveys: The Good, the Bad and the Ugly!
By using surveys with both quantitative and qualitative responses you will get a complete picture as to the true state of the customer experience.
Self-Service Won’t Win You Customers – Customer Service Will
Robert Killory examines the pitfalls of customer empowerment.
How to Handle Customer Complaints: The 7 Do’s and Don’ts
Here are 7 ways to keep your customers happy and turn them into your best advocates.