Lorikeet, the company that helps businesses create universal AI concierges, today announced the launch of its Team of Agents platform, an industry first that enables multiple AI agents to work together seamlessly..
Ahead of World Mental Health Day, a new Workplace Emotional Safety Report from career platform Zety reveals that despite growing awareness, many employees still feel unable to express emotional distress at work..
Certinia analyzed over 4,000 quarterly earnings reports from 430+ of the world’s top public services firms for their inaugural 2025 Public Market Pulse report. The findings show a clear and widening gap..
A stark reality check awaits contact centre leaders pursuing AI transformation: whilst 95% of enterprise AI initiatives fail to reach production, the underlying cause isn’t technological limitations..
Stress affects how customer service reps think, how they speak, and how fast they solve problems. It shapes the customer’s mood, and it shows up in reviews and churn. The good news, there are practical steps..
Empathy means understanding and sharing how a customer feels. It goes beyond words. It shows up in the way we listen, how we respond, and the steps we take. It matters in today’s instant-response service world..
Angry customers drain energy and time, but they do not have to wreck your shift. When stress spikes, quick, clear language restores control. There is a simple phrase that flips tension into progress..
Incorporating games and activities during Customer Service Week is a fantastic way to boost morale, enhance team bonding, and cultivate a positive work environment. Here are 20 fun and engaging team activities..
The first week of October marks an important celebration that resonates across industries—Customer Service Week. Customer Service Week is a dedicated time for organizations to recognize customer service professionals..
These free live chat tools for customer service balance ease of use, features, and user feedback. Each section notes key strengths, free plan limits, setup tips, and who should try it first..
Live chat meets customers where they are, on your site or app, at the exact moment of need. It delivers real-time responses, fewer escalations, and a smoother path to resolution. This article walks through how live chat works..
Learn how the SERVQUAL model can help you measure and improve customer service quality by identifying gaps between customer expectations and perceptions. This guide will explain the SERVQUAL model..
Sanas, provider of the world’s first Real-Time Speech Understanding Platform, announced a major expansion of its AI-powered Accent Translation solution, introducing first-ever support for a range of accents..
Confido Health has raised $10M to expand AI voice agents beyond scheduling, transforming healthcare’s most common patient front door. The company is scaling its AI platform that answers and resolves patient calls in one shot.
This article shares practical tips for plumbers and HVAC customer service grouped across communication, on-site experience, and follow-up. They are simple, repeatable, and built to boost satisfaction..
How many times has a simple ticket sat in limbo while customers wait and tempers rise? One team thought another was on it, people copied the wrong group, and the clock kept ticking. That small delay can snowball..
Ever feel buried under reviews and support tickets? You read the tenth complaint about shipping, then a strange bug report pops up, then praise for your mobile app. Patterns hide in plain sight..
The H.E.A.R.T. customer service method is a clear, five-step framework for handling tough conversations with empathy and speed. H.E.A.R.T. stands for Hear, Empathize, Apologize, Resolve, and Thank..
The complaint iceberg is a simple metaphor based on an iceberg. You hear a few complaints, which are just the tip. The rest is silent dissatisfaction that sits below the surface..